Methods and Systems for Mapping Repair Orders within a Database

ABSTRACT

Methods and systems for mapping repairs orders within a database are described. Mapping a repair order can include generating a searchable data record with multiple data record fields. Each data record field can include a term located on the repair order or a standard term associated with the term on the repair order. In order to retrieve repair orders from the database, the data records can be searched using search criteria that match standard terms storable in the data record fields. Although the repair orders can be searched to find repair orders with terms that match the search criteria, the search may be carried our more efficiently (e.g., quicker) by searching the data records instead of the repair orders. One or more repairs orders can be associated with real-fix tips. Phrases of the real-fix tips can be selected automatically based, for example, or RO terms recited on the repair orders.

BACKGROUND

Many products produced by manufacturers occasionally have to berepaired. As the complexity of products increases, the complexity of thedata relied on by repair technicians to repair the products may alsoincrease.

The repair technicians can be located in various locations, such that afirst repair technician located at first location is not aware of arepair made by a second repair technician at second location. It may bebeneficial, if the second repair technician could obtain informationregarding the repair made by the first technician. It may be even morebeneficial, if the second repair technician could receive theinformation, regarding the repair made by the first repair technician,knowing that a third party has confirmed that information regarding therepair is for a repair that successfully fixed a complaint ormalfunction of the product worked on by the first repair technician.Searching for repair information desired by a repair technician can bevery time consuming.

OVERVIEW

Example embodiments are described herein. In one respect, an exampleembodiment can take the form of a method comprising (i) storing, withina repair order (RO) database at a computer-readable data storage device,a first RO comprising contents pertaining to servicing a device, (ii)identifying, during a search of the contents of the first RO using aprocessor, first field data that matches data defined for recording inat least one data field of a data record to map repair orders, (iii)generating, at the computer-readable data storage device, a first datarecord to map the first repair order for subsequent searching of the ROdatabase, and (iv) storing, within the first data record at thecomputer-readable data storage device, the first field data identifiedduring the search of the contents of the first RO.

In another respect, an example embodiment can take the form of a systemcomprising a computer-readable data storage device storing an ROdatabase and within the RO database a first RO comprising contentspertaining to servicing a device, and a data processing machineincluding a processor configured to execute computer-readable programinstructions. The computer-readable program instructions include programinstructions executable by the processor to (i) identify, during asearch of the contents of the first RO using the processor, first fielddata that matches data defined for recording in at least one data fieldof a data record to map repair orders, (ii) generate, at the datastorage device, a first data record to map the first RO for subsequentsearching of the RO database, and (iii) store, within the first datarecord, the first field data identified during the search of thecontents of the first RO.

In yet another respect, an example embodiment can take the form of amethod comprising (i) receiving, at a processor, a first RO termpertaining to a service procedure described on a computer-readable RO,(ii) selecting, using the processor based on the first RO term, a firstphrase for including within a real-fix tip pertaining to the serviceprocedure described on the computer-readable RO, (iii) generating, usingthe processor, the real-fix tip pertaining to the service proceduredescribed on the computer-readable RO, wherein the real-fix tip includesthe first phrase selected based on the first RO term, and (iv)transmitting the real-fix tip including the first phrase selected basedon the first RO term.

These as well as other aspects and advantages will become apparent tothose of ordinary skill in the art by reading the following detaileddescription, with reference where appropriate to the accompanyingdrawings. Further, it should be understood that the embodimentsdescribed in this overview and elsewhere are intended to be examplesonly and do not necessarily limit the scope of the invention.

BRIEF DESCRIPTION OF THE DRAWINGS

Example embodiments are described herein with reference to the drawings,in which:

FIG. 1 is a block diagram of an example system in accordance with one ormore example embodiments;

FIG. 2 is a block diagram of a data processing machine in accordancewith one or more example embodiments;

FIG. 3 depicts a suite of computer-readable program instructions inaccordance with one or more example embodiments;

FIG. 4 shows a graphical user interface in accordance with one or moreexample embodiments;

FIG. 5 shows another graphical user interface in accordance with one ormore example embodiments;

FIG. 6 shows another graphical user interface in accordance with one ormore example embodiments;

FIG. 7 shows another graphical user interface in accordance with one ormore example embodiments;

FIG. 8 shows another graphical user interface in accordance with one ormore example embodiments;

FIG. 9 shows another graphical user interface in accordance with one ormore example embodiments;

FIG. 10 is a flowchart depicting functions that can be carried out inaccordance with one or more example embodiments;

FIG. 11 is another flowchart depicting functions that can be carried outin accordance with one or more example embodiments;

FIG. 12 shows another graphical user interface in accordance with one ormore example embodiments;

FIG. 13 shows another graphical user interface in accordance with one ormore example embodiments;

FIG. 14 shows another graphical user interface in accordance with one ormore example embodiments;

FIG. 15 shows another graphical user interface in accordance with one ormore example embodiments;

FIG. 16 shows another graphical user interface in accordance with one ormore example embodiments;

FIG. 17 shows another graphical user interface in accordance with one ormore example embodiments;

FIG. 18 shows an example RO in accordance with one or more exampleembodiments;

FIG. 19 is a block diagram of an RO database in accordance with one ormore example embodiments;

FIG. 20 shows example data record field names and example data records;

FIG. 21 is another flowchart depicting functions that can be carried outin accordance with one or more example embodiments;

FIG. 22 is another flowchart depicting functions that can be carried outin accordance with one or more example embodiments; and

FIG. 23 is a table showing example phrase data storable in a datastorage device.

DETAILED DESCRIPTION I. Introduction

This description describes several example embodiments including exampleembodiments regarding repair orders (RO) and real-fix tips. The contents(that is, RO data) of computer-readable RO can be searched to identifyRO data (such as RO terms) that match various terms (such as predefinedstandard and non-standard terms). A data record, associated with the RO,can be generated to include the various terms identified on the RO orstandard terms associated with one or more of the identified terms. AnRO for which a data record has not been generated can be referred to asan un-mapped RO. Mapping an un-mapped RO, which can include generatingthe data record and generating a mapped RO, can provide for moreefficient searching of an RO database that stores the RO. The mapped ROcan include standard terms not used on the un-mapped RO. The use ofstandard terms on an RO can lead to less confusion by repair techniciansthat access RO from the RO database. Even so, the repair technician canalso access original RO with non-standard terms.

Real-fix-tips can be generated and associated with one or more RO. Aperson using data processing machines within the example systems canaccess RO and generate real-fix-tips for subject matter which that theperson is considered to be an expert. After a real-fix-tip is generatedfor a given RO, other RO that pertain to the real-fix-tip can beclassified as a duplicate of the given RO. The RO database can includethe real-fix-tips. Repair technicians can access RO and real-fix-tipsfrom the RO database to assist them in diagnosing or repairing arepairable item.

The RO within the RO database can be classified as a published RO thatthe repair technician can access from the RO database or a non-publishedRO that repair technician cannot access from the RO database. Anoriginal RO provided by an RO provider can be referred to as anunpublished RO. After the unpublished RO is reviewed by a personoperating a fix-generator data processing machine (DPM) or a personoperating a coordinator DPM, the unpublished RO can be published foraccess to RO receivers. Upon publication, the unpublished RO becomes apublished RO. For any of a variety of reasons, a published RO can bereclassified as an unpublished RO that cannot be accessed by ROreceivers and then subsequently re-published.

In this description, the articles “a” or “an” are used to introduceelements of the example embodiments. The intent of using those articlesis that there is one or more of the elements. The intent of using theconjunction “or” within a described list of at least two terms is toindicate any of the listed terms or any combination of the listed terms.The use of ordinal numbers such as “first,” “second,” “third” and so onis to distinguish respective elements rather than to denote a particularorder of those elements. The ordinal numbers can be written in the formof 1^(st), 2^(nd), 3^(rd), and so on.

The following abbreviations or acronyms are used in the description:

CRPI—Computer-readable program instructions;

DPM—Data Processing Machine;

DTC—Diagnostic Trouble Code;

e.g.,—for example;

FIG.—Figure;

GPS—Global Positioning System;

GUI—Graphical User Interface;

HVAC—heating, ventilation, and air conditioning;

L—Liter;

LAN—Local Area Network;

LOC—Labor operation code;

NA—non-applicable;

NST—Non-standard Terms;

OCR—Optical Character Recognition;

OCR'd—Optical Character Recognized;

PDF—portable document format;

QC—Quality Control;

RO—Repair Order;

RFT—Real-fix Tip;

SPL—Standard Phrase List;

SQL—Structured Query Language;

ST—Standard Terms;

VIN—Vehicle Identification Number;

XML—Extensible Markup Language;

YMM—Year/Make/Model;

YMME—Year/Make/Model/Engine; and

YMMES—Year/Make/Model/Engine/System.

The example embodiments are applicable to a variety of repairable items,such as a vehicle or some other type of repairable item. For purposes ofthis description, a vehicle can comprise an automobile, a motorcycle, asemi-tractor, a light-duty truck, a medium-duty truck, a heavy-dutytruck a farm machine, a boat or ship, a generator, an airplane, or someother type of vehicle. A vehicle can include or use any appropriatevoltage or current source, such as a battery, an alternator, a fuelcell, and the like, providing any appropriate current and/or voltage,such as about 12 volts, about 42 volts, and the like. A vehicle caninclude or use any desired system or engine. Those systems or enginescan comprise items that use fossil fuels, such as gasoline, natural gas,propane, and the like, electricity, such as that generated by a battery,magneto, fuel cell, solar cell and the like, wind and hybrids orcombinations thereof. The example embodiments can carry out a variety offunctions, including functions for diagnosing a vehicle.

The block diagrams, GUI, and flow charts shown in the figures areprovided merely as examples and are not intended to be limiting. Many ofthe elements illustrated in the figures or described herein arefunctional elements that can be implemented as discrete or distributedcomponents or in conjunction with other components, and in any suitablecombination and location. Those skilled in the art will appreciate thatother arrangements and elements (e.g., machines, interfaces, functions,orders, or groupings of functions) can be used instead. Furthermore,various functions described as being performed by one or more elementscan be carried out by a processor executing computer-readable programinstructions or by any combination of hardware, firmware, or software.

II. Example Architecture

FIG. 1 is a block diagram of a system 100 in accordance with one or moreof the example embodiments disclosed herein. As shown in FIG. 1, system100 includes an RO provider 102, an RO collector data processing machine(DPM) 104, an RO database 106, a fix-generator DPM 108, a coordinatorDPM 110, an RO distributor DPM 112, an RO receiver 114, and networklinks 150, 151, 152, 153, 154, and 155. One or more of the network linkscan comprise a portion of a local area network (LAN), a portion of theInternet, or a system bus, such as a control bus, data bus, or addressbus within a computing device, such as a DPM or a personal computer. Oneor more of the network links can be configured to carry data betweenmore than two devices. One or more of the network links can comprise awireless link or a wired link.

RO provider 102 can generate repair orders and provide repair orders toRO collector DPM 104. A person skilled in the art will understand thatRO provider 102 can comprise one or more RO providers. An RO providercan comprise a person. Additionally or alternatively, an RO provider cancomprise a machine. Each RO provider can generate one or more types ofRO including, but not limited to, RO printed on paper (hereinafter“paper RO”) and computer-readable (e.g., electronic) RO. Each RO caninclude information pertaining to repairing a repairable item, such as avehicle. Additionally or alternatively, each RO can include otherinformation such as information pertaining to performing preventativemaintenance to the repairable item. Prior to providing the RO to ROcollector DPM 104, the provided RO can be considered an unpublished RO.

RO database 106 can comprise a data storage device, such as anon-transitory computer-readable data storage device. RO database 106can store RO that RO collector DPM 104 receives from RO provider 102. ROdatabase 106 can comprise at least one of the following types of RO: anoriginal repair order, a portion of an original repair order, a copy ofan original repair order, and a copy of a portion of an original repairorder. Each RO in RO database 106 can be for any of a variety ofrepairable items. One or more repair orders within RO database 106 caninclude orders other than for repairing a repairable item such as ordersfor performing preventive maintenance of the repairable item. FIG. 18,described below, shows an example RO in accordance with the exampleembodiments.

In the embodiments in which RO provider 102 provides paper RO, ROcollector DPM 104 can comprise a scanner to generate scanned images ofthe paper RO and optical character recognition (OCR) computer-readableprogram instructions (CRPI) to generate searchable text representationsof the paper RO. The data obtained from executing the OCR CRPI can bereferred to as an optical character recognized (ORC'd) copy of the RO ora computer-readable RO.

Fix-generator DPM 108 can be configured to generate a real-fix-tip (orat least a portion of a real-fix tip) for a group of one or more RO(hereinafter, an “RO group”) and to provide the real-fix tip to ROdatabase 106. Providing the real-fix tip or at least a portion of areal-fix tip generated by fix-generator DPM 108 can be provided to aprocessor that causes the real-fix tip to be stored in RO database 106.In this description, the example embodiments are described as if the ROdatabase comprises a processor to search RO database 106 and to storedata within RO database 106. A person skilled in the art, however, willunderstand that a processor that searches RO database 106 or causes datato be stored within RO database 106 can be within a device distinct fromRO database 106. For instance, in accordance with embodiments in whichRO collector DPM 104 is distinct from RO database 106, the processor canbe a part of RO collector DPM 104. RO database 106 can store real-fixtips and data that associate each real-fix tip with one or more ROstored in RO database 106.

Coordinator DPM 110 can display real-fix tips and RO stored in ROdatabase 106. Coordinator DPM 110 can provide selectors to selectwhether a real-fix tip and the RO associated with the real-fix tip arepublished for presentation to RO Receiver 114. Coordinator DPM 110 canprovide selectors to select whether to return the real-fix tip to thefix-generator DPM 108 for revising the real-fix tip.

In accordance with one or more example embodiments, system 100 cancomprise one or more additional fix-generator DPM 108 configured likefix-generator DPM 108. In accordance with those same embodiments orother embodiments, system 100 can comprise one or more additionalcoordinator DPM configured like coordinator DPM 110. A person havingordinary skill in the art will understand that a fix-generator DPM and acoordinator DPM can be co-located or integrated such that a single DPMcan carry out the functions of both fix-generator DPM 108 andcoordinator DPM 110. The person having ordinary skill in the art willalso understand that fix-generator DPM 108 or coordinator DPM 110 can beconfigured as a server or client device. For instance, a server (notshown) in system 100 can serve applications executable by a processor offix-generator DPM 108 or coordinator DPM 110. In that regard,fix-generator DPM 108 or coordinator DPM 110, acting as a client, canexecute those applications to carry out the functions described hereinas being performed by fix-generator DPM 108 or coordinator DPM 110,respectively. As an example, RO collector DPM 104 or RO distributor DPM112 can be configured as the server.

RO distributor DPM 112 can receive, from RO receiver 114, requests forRO and requests for real-fix-tips. RO distributor DPM 112 can transmitRO and real-fix-tips to RO receiver 114. RO receiver 114 can comprise amachine configured to request and receive RO and real-fix-tips from ROdistributor DPM 112. RO receiver 114 can present RO and real-fix-tips toa user operating RO receiver 114. RO receiver 114 can comprise a displayand audio speaker such that presenting an RO and real-fix-tip can occurvisually or audibly. RO receiver 114 and RO provider 102 can be separatemachines, co-located or located remote from one another. Alternatively,RO receiver 114 and RO provider 102 can be a single machine.

In accordance with one or more example embodiments, RO distributor DPM112 can be comprise a data server, such as a data server operated bySnap-On Incorporated, Kenosha, Wis., that serves webpages includingAsk-a-Tech data. In accordance with that or those embodiments, ROreceiver 114 can comprise a computing device, such as a laptop computer,a desktop computer, a tablet (e.g., an IPad by Apple, Inc.), or avehicle diagnostic tool having an interface to the internet. ROdistributor DPM 112 can maintain user-account data to confirm that atechnician using RO receiver 114 has authorization to access RO andreal-fix tips stored in RO database 106.

Next, FIG. 2 is a block diagram of an example data processing machine(DPM) 200 in accordance with one or more of the example embodimentsdescribed herein. As shown in FIG. 2, DPM 200 includes a processor 202,a communications interface 204, a user interface 206, and a data storagedevice 208, all of which can be linked together via a system bus,network, or other connection mechanism 210. One or more of RO collectorDPM 104, fix-generator DPM 108, coordinator DPM 110, and RO distributorDPM 112 can be arranged like DPM 200.

A processor, such as processor 202, can comprise one or more generalpurpose processors (e.g., INTEL single core microprocessors or INTELmulticore microprocessors) or one or more special purpose processors(e.g., digital signal processors). Processor 202 is operable to executecomputer-readable program instructions, such as computer-readableprogram instructions (CRPI) 212.

Communications interface 204 can comprise one or more interfaces (e.g.,an interface to the Internet, an interface to a LAN, or an interface toa system bus within a personal computer). Communications interface 204can comprise a wireless network interface or a wired network interface.Communications interface 204 can comprise a network interface card, suchan Ethernet interface card, or a wireless network card, such as a WiFinetwork card.

Communications interface 204 can be configured to transmit data acrossconnection mechanism 210, receive data transmitted across connectionmechanism 210, transmit data across a network link, and receive datatransmitted across a network link. Communications interface 204 caninterface to RO collector DPM 104, RO database 106, RO distributor DPM112, a DPM, or connection mechanism 210. Interfacing to any of thoseelements or some other element can include transmitting data to thatelement and receiving data transmitted from that element.

User interface 206 can comprise one or more user interface elements bywhich a user can input data or cause data to be input into DPM 200.Those elements for inputting data can include, e.g., a selector 216,such as a QWERTY keyboard, a computer mouse, or a touch screen.Additionally or alternatively, the user interface elements for inputtingdata can include speech recognition circuitry and a microphone.

User interface 206 can also comprise one or more user interface elementsby which data can be presented to one or more users. Those elements forpresenting data to a user can include, e.g., a display device 214, aGUI, or an audible speaker.

A data storage device, such as data storage device 208, can comprise anon-transitory computer-readable storage medium readable by processor202. The computer-readable storage medium can comprise volatile and/ornon-volatile storage components, such as optical, magnetic, organic orother memory or disc storage, which can be integrated in whole or inpart with a processor, such as processor 202. FIG. 2 illustrates thatdata storage device 208 comprises CRPI 212.

Next, FIG. 3 shows an example CRPI suite 300. CRPI suite 300 includessearch CRPI 302, GUI CRPI 304, RO-selection CRPI 306, tip-generationCRPI 308, tip-review CRPI 310, publication CRPI 312, RO sorting CRPI314, DPM CRPI 316, component or system mapping CRPI 318, RO mapping CRPI320, and phrase selection CRPI 322. Descriptions of those CRPI, whichare executable by a processor, such as processor 202, are describedbelow.

Search CRPI 302 can comprise program instructions that are executable tosearch RO database 106 and to select and return, to a processorexecuting the CRPI 302, an RO, an RO group, or a real-fix tip (publishedor un-published) stored within RO database 106. CRPI 302 can base thesearch on search criteria selected or entered using user interface 206.For embodiments in which the repairable item is a vehicle, the searchcriteria can be vehicle information. As an example, vehicle informationcan comprise YMM, YMME, or YMMES, where YMM is year/make/model, YMME isyear/make/model/engine, and YMMES is year/make/model/engine/system. Theyear can indicate a model year or the year the vehicle was manufactured.The make can indicate an entity that manufactured the vehicle. The modelcan indicate a type of vehicle manufactured by the manufacturer. Theengine can indicate an engine version within the vehicle. The system canindicate a system within the vehicle to distinguish the vehicle fromother vehicles having the same YMME. As an example, the system canindicate whether the vehicle has an automatic or manual transmission.

GUI CRPI 304 can comprise program instructions that are executable togenerate a GUI displayable on display device 214. GUI 1200, 500, 600,700, 800, and 900, described below, can be generated by executing GUICRPI 304. Those or other GUI generated by executing GUI CRPI 304 caninclude one or more of the selectors or text entry areas as describedherein. Execution of GUI CRPI 304 can cause display device 214 todisplay a GUI (such as a filter selection interface 1200 shown in FIG.4) for entering search criteria to search RO database 106, and to causeprocessor 202 to receive the search criteria entered via GUI 1200. Asanother example, execution of GUI CRPI 304 can cause display device 214to display a GUI (such as an RO-Group Selection-Interface 500 shown inFIG. 5) for entering a selection of an RO group located during a searchof RO database 106, and to cause processor 202 to receive the selectionof the RO group entered using GUI 500. As yet another example, executionof GUI CRPI 304 can cause display device 214 to display a GUI (such as areal-fix creation-interface 600 shown in FIG. 6) for generating real-fixtips to be associated with an RO. Other examples of GUI that can begenerated by executing GUI CRPI 304 are also possible.

RO-selection CRPI 306 can comprise program instructions that areexecutable to select an RO from among the RO stored in RO database 106.Selecting an RO can comprise selecting the RO from among an RO groupcomprising the RO. Selecting the RO can cause the RO to be displayedusing display device 214. A user viewing that display can view theinformation entered onto or into the RO.

Tip-generation CRPI 308 can comprise program instructions that areexecutable to generate a real-fix tip. Execution of tip-generation CRPI308 can include displaying GUI 600 and GUI 800 to enter standard textterms to be a part of the real-fix tip. Execution of tip-generation CRPI308 can include receiving a selection to submit the real-fix tip forreview at coordinator DPM 110. Execution of tip-generation CRPI 308 caninclude adding to or associating with the real-fix tip search criteriaentered to locate an RO.

Tip-review CRPI 310 can comprise program instructions that areexecutable to review a real-fix tip submitted for review byfix-generator DPM 108. Execution of tip-review CRPI 310 can includeselecting the real-fix tip, retrieving the real-fix tip from RO database106, displaying the real-fix tip using display device 214, receiving aselection to return the real-fix tip for revision and coordinator notesindicating why the real-fix tip is to be revised, and receiving aselection to submit the real-fix tip for review prior to publication ofthe real-fix tip. If the real-fix tip is ready for publication after aninitial submission for review, the selection to return the real-fix tipcan be skipped.

Publication CRPI 312 can comprise program instructions that areexecutable to cause a real-fix tip to be stored in RO database 106 as apublished real-fix tip. Storing the real-fix tip in RO database 106 as apublished real-fix tip can include storing the real-fix tip in a portionof RO database 106 designated for storing published real-fix tips anddeleting the real-fix tip from a portion of RO database 106 for storingunpublished real-fix tips. Additionally or alternatively, storing thereal-fix tip in RO database 106 as a published real-fix tip can includestoring data, associated with the real-fix tip, that indicates thereal-fix tip is published.

RO sorting CRPI 314 can comprise program instructions that areexecutable to identify repairable item information and to use therepairable item information to select an RO group in which a received ROshould be included. If the RO group does not exist, processor 202 cangenerate the RO group within RO database 106. As an example, identifyingthe repairable item information can occur from processor 202 readingtext from a computer-readable RO. As another example, identifying therepairable item information can occur by entering the information usinguser interface 206. For embodiments in which the repairable item is avehicle, the information can comprise YMM, YMME, or YMMES.

DPM CRPI 316 can comprise program instructions that are executable tocause elements of DPM 200 to carry out various functions. As an example,processor 202 can execute DPM CRPI 316 to (i) receive data transmittedto communications interface 204 via a network link, (ii) causecommunications interface 204 to transmit data across a network link,(iii) store data into data storage device 212, (iv) logon to a websiteon the Internet to access RO from RO database 106, (v) presenting datavia user interface 206, and (vi) receiving data entered via userinterface 206.

Component or system mapping CRPI 318 can comprise program instructionsthat are executable to map a component of the repairable item or asymptom exhibited by the repairable item to a real-fix tip. Component orsystem mapping CRPI 318 can be executed while the real-fix tip is beinggenerated. Generating the real-fix tip can include populating the searchcriteria, used to locate an RO group for which the real-fix tip is beinggenerated, into the real-fix tip. Executing component or system mappingCRPI 318 can allow a fix-generator to change a component or symptom ofthe search criteria that was populated into the real-fix tip. In thatregard, a component or system populated into the real-fix tip can bedeleted from the real-fix tip. A different component of system can beselected, e.g., from a list of components and symptoms, to replace thedeleted component or symptom.

RO mapping CRPI 320 can comprise program instructions that areexecutable to compare contents of an un-mapped RO to mapping terms,standard terms, context terms, or data record fields, and to generate asearchable database record associated with the RO or a mapped RO. In onerespect, RO mapping CRPI 320 can be executed for each RO as that RO isreceived or shortly (e.g., within one minute or within one hour) afterthat RO is received by RO collector DPM 104 or RO database 106. Inanother respect, RO mapping CRPI 320 can be executed for a group of ROat a designated time per day, per week, per month, or per year. Aprocessor can refer to a schedule to determine the designated time(s)and then execute RO mapping CRPI 320 upon occurrence of the designatedtime(s).

Phrase selection CRPI 322 can comprise program instructions that areexecutable to search phrase data based on an RO term (e.g., one or moreRO terms) pertaining to a service procedure described on acomputer-readable RO and to select a phrase that is associated with theRO term. The phrase data can be arranged like phrase data 1916 stored ina data storage device (see FIG. 19). Phrase selection CRPI 322 can beexecuted at various times such as at a time before the computer-readableRO is selected for displaying at a DPM or in response to thecomputer-readable RO being selected for displaying at a DPM.

For embodiments in which RO collector DPM 104, fix-generator DPM 108,coordinator DPM 110, or RO distributor DPM 112 is configured as DPM 200,CRPI 212 in those DPM can comprise one or more of the CRPI of CRPI suite300, but CRPI 212 is not so limited as CRPI 212 for any one or more ofthose DPM can comprise other CRPI as well. Table 1 illustrates CRPIusage for an example RO collector DPM 104, fix-generator DPM 108,coordinator DPM 110, and RO distributor DPM 112. In Table 1, “Yes”indicates the CRPI is used in that DPM, whereas “No” indicates that theCRIP is not used in that DPM. Any one of the example DPM, or even ROdatabase 106, can include each CRPI of CRPI suite 300.

TABLE 1 CRPI CRPI CRPI CRPI CRPI CRPI CRPI CRPI CRPI CRPI CRPI DPM (302)(304) (306) (308) (310) (312) (314) (316) (318) (320) (322) DPM Yes YesNo No No No Yes Yes No Yes Yes (104) DPM Yes Yes Yes Yes No No No YesYes Yes Yes (108) DPM Yes Yes No No Yes Yes No Yes Yes Yes Yes (110) DPMYes Yes Yes No No No No Yes No Yes Yes (112)

Turning to FIG. 12 and FIG. 13, those figures show an example GUI 1200in accordance with one or more of the example embodiments describedherein. GUI 1200 can be referred to as a filter selection interface. Afilter selection interface can provide one or more selection windows forselecting filter criteria. The filter criteria selected using the filterselection interface (GUI 1200) can be used to search RO database 106 tolocate RO or an RO group comprising RO that include data matching atleast a portion of the selected filter criteria. GUI 1200 can include anRO-viewer-display 1222, a selection-tab 1224 to select filter criteriapertaining to a vehicle, and a filter-selection window 1202 (e.g., apop-up window).

As shown in FIG. 12, filter-selection window 1202 can includes windowselectors 1204, 1206, 1208, and 1210 and model year selectors 1220 forthe model years 1990 through 2012. Model year selectors 1220 can includemore or fewer years or different years than shown in FIG. 12.Filter-selection window 1202 can include a multi-selector 1212 toselect, using a single selection, all of the filter criteria currentlyselectable individually via filter-selection window 1202.Filter-selection window 1202 can include a de-selector 1214 tode-select, using a single selection, all filter criteria presentlyselected via filter-selection window 1202. Filter-selection window 1202can include a cancel selector 1216 to close the filter-selection window1202 prior to submitting any filter criteria for searching RO database106, and a submit selector 1218 to enter selected filter criteria (suchas model year, vehicle make, vehicle model, or engine identifier) forsearching RO database 106.

Selection of a window selector 1204, 1206, 1208 or 1210 can causefilter-selection window 1202 to change from displaying first selectablefilter criteria to displaying second selectable filter criteria. Theremainder of this paragraph describes the selectable filter criteriathat can be displayed upon selection of a window selector 1204, 1206,1208 or 1210. Selection of window selector 1204 can causefilter-selection window 1202 to display the selectable model yearsselectors 1220. Selection of window selector 1206 can causefilter-selection window 1202 to display selectable vehicle makeidentifiers, such as Subaru, Toyota, Ford, Chevrolet, and Cadillac.Selection of window selector 1208 can cause filter-selection window 1202to display selectable vehicle model identifiers, such as the selectablemodel identifiers 1226 shown in FIG. 13. Selection of window selector1210 can cause filter-selection window 1202 to display selectable engineindicators that indicate engines used by a vehicle manufacturer. Theengine identifiers can include an engine displacement size, such as 5.7Liter (L), or an orientation, such as V6, inline 6, or V8.

Turning to FIG. 4, that figure shows an embodiment of GUI 1200 in whichthe filter selection interface includes RO-viewer-display 1222,selection-tab 1224, filter criteria indicators 400, and a filterselection-window 402 to select additional filter criteria. As filtercriteria are selected using filter-selection window 1202 or filterselection-window 402, the selected filter criteria can be presentedusing filter criteria indicators 400. As shown in FIG. 4, filtercriteria indicators 400 indicate the following filter criteria have beenselected: a vehicle make (that is Subaru), model years (that is,1990-2012), and a vehicle model (that is, Impreza). In accordance withexample embodiments in which the repairable item is an item other than avehicle, selection-tab 1224 can indicate a selected repairable itemother than a vehicle, and category selection-window 402 can presentselectable filter criteria other than filter criteria associated with avehicle.

As shown in FIG. 4, filter-selection window 402 can includefilter-criteria category selectors 404, 406, 408, and 410. Selection ofone of those selectors can cause category selection-window 402 todisplay filter criteria selectable for searching RO database 106. Thefilter criteria displayed using category selection-window 402 afterselecting category selector 404 can, e.g., include vehicle systemswithin the selected vehicle, such as a vehicle braking system, aheating, ventilation and air conditioning (HVAC) system, an engineemissions system, a fuel system, a check engine light system or someother vehicle system. The filter criteria displayed using categoryselection-window 402 after selecting category selector 406 can, e.g.,include diagnostic trouble code (DTC) numbers (such as P0149) with orwithout a description of the DTC numbers (such as Fuel Timing Error).The filter criteria displayed using category selection-window 402 afterselecting category selector 408 can, e.g., include component identifiersof components located on, at, or within a selected vehicle. The filtercriteria displayed using category selection-window 402 after selectingcategory selector 410 can, e.g., include symptom that may be exhibitedin or by a selected vehicle. An example set of symptoms 412 that can beexhibited in or by the selected vehicle is shown on filter-selectionwindow 402.

Filter-selection window 402 can include a cancel selector 414 to closethe filter-selection window 402 prior to submitting, usingfilter-selection window 402, any filter criteria for searching ROdatabase 106, and a submit selector 416 to enter filter criteria,selected using filter-selection window 402, for searching RO database106. Similar to filter-selection window 1202, filter-selection window402 can include a multi-selector to select, using a single selection,all of the filter criteria currently selectable individually viafilter-selection window 402. Similar to filter-selection window 1202,filter-selection window 402 can include a de-selector 1214 to de-select,using a single selection, all filter criteria presently selected viafilter-selection window 1202.

Next, FIG. 5 shows an example GUI 500 in accordance with exampleembodiments in which four RO groups 506, 508, 510, and 512 were locatedduring a search of RO database 106 for search criteria comprising avehicle make (Subaru), model years (1990-2012), a vehicle model(Impreza), a symptom (check engine light), a DTC (P1028), and acomponent (Thermostat). RO groups 506, 508, and 510 are for SubaruImpreza WRX with 2.5 L turbocharged engine, model year 2010, 2009, and2008, respectively. RO group 512 is for Subaru Impreza with a 2.5 Lnon-turbo charged engine.

GUI 500 can display a number of RO discovered for each RO-group during asearch of RO database 106. In FIG. 5, those numbers are shown inparenthesis. For instance thirty-three (33) RO were located for RO group512. In accordance with an embodiment in which RO provider 102 comprisesmultiple RO providers located throughout the United States and Canada,thirty-three distinct RO providers could each have provided one of thethirty-three RO located for RO group 512. Alternatively, a single ROprovider could have provided more than one of the thirty-three RO.

As shown in FIG. 5, GUI 500 can display that a recommended usable RO oran existing real-fix tip has been located, and can display a number ofsuggested duplicate RO. If no suggested duplicate RO, recommended usableRO, or existing real-fix-tip is located for an RO group, the displayedRO group can indicate quantities of those items as “zero” or “0.” GUI500 can also display a number of RO that have already been classified asduplicate RO. For instance, GUI 500 indicates that five duplicate ROwere located within RO database 106 for RO group 510.

GUI 500 provides an interface to select an RO Group. In FIG. 5,selection interfaces 514 (Write a Real Fix) can be used to select an ROgroup in which a real-fix-tip has not yet been generated for the RO ofthat RO Group or for the RO discovered for the given search criteriaused to locate the RO Group. Selecting an RO group via a selectioninterface 514 can cause display device 214 to display (as shown in FIG.15) GUI 600 with a message 601 prompting a user to enter a real-fix-tipsince no real-fix tip was found for the selected RO group. In FIG. 5,selection interface 516 (Link Duplicates) can be used to select an ROGroup in which a real-fix-tip has been generated for the RO of that ROGroup or for the RO discovered for the given search criteria used tolocate the RO Group.

Duplicate RO lines within an RO group can be linked to an existingreal-fix tip. Doing so can increase the value of information availableto repair technicians that access RO from RO database 106. Multiplerepair scenarios for a set of symptoms entered to search RO database 106can be retrieved from RO database 106 and presented to RO receiver 114.Each of the repair scenarios can be a confirmed repair scenario from ausable or duplicate RO. This can be beneficial to a technician since thetechnician can weigh possible outcomes and probabilities of multiplerepair scenario for the symptoms the repairable item, the technician isworking on, is experiencing.

Next, FIG. 6 shows GUI 600 in accordance with one or more of the exampleembodiments described herein. GUI 600 can be referred to as a real-fixcreation-interface. GUI 600 can include a repairable item description602, an RO identifier 604, a line identifier 605, a validation selectionarea 606, an RO information area 608, and a text entry area 610. GUI 600can be used to enter text to generate a real-fix-tip or to generate atleast a portion of the real-fix tip. Search criteria for a given ROgroup can be included as part of the real-fix tip or associated with thereal-fix tip.

The real-fix tip can be associated with a subject RO. A subject RO canbe stored within and retrieved from RO database 106. For purposes ofthis description, a subject RO is an RO identified by RO identifier 604or the RO from which information is presented in RO information area608. In the latter, the information presented in RO information area 608may be service procedure information within a distinct section of thesubject RO. To distinguish between multiple sections of subject ROs,each distinct section comprising service procedure information regardingdistinct service requests can be assigned a unique RO line number, ormore simply a “line” or “line number.” The assigned line number can bedisplayed at line identifier 605. a single RO can be assigned one ormore RO line numbers.

GUI 600 can include a line selector 630 to cause display device 214 toswitch between the RO within an RO group or between lines on a singleRO. By way of example, line selector 630 indicates “1 of 12” where the“1” indicates a first RO line among a number of RO lines within an ROgroup, and the “12” indicates the number of RO lines within the ROgroup.

A DPM in system 100 can rank the RO lines within an RO group based onlikelihood of each RO line being most suitable for generating areal-fix-tip, and the DPM can position the RO lines within the RO groupaccording to that ranking. In accordance with at least some embodiments,an RO line displayed by GUI 600 when line selector 630 displays a lowfirst number, in comparison to an RO line displayed by GUI 600 when lineselector 630 display a greater first number, is more likely to besuitable for generating a real-fix tip.

The likelihood of generating a real-fix tip from an RO line can be basedon a number of characters describing “work requested” or “workperformed.” A data record field, referred to below as “Field S,” can becompared to similar fields to determine the likelihood of generating areal-fix-tip. In alternative embodiments, some or all of the linenumbers of an RO group are not ranked. Line selector 630 can be used toselect a next RO within the RO group. Selection of the next RO can occurafter a validation selection from validation selection area 606 occurs.

Repairable item description 602 describes a vehicle, in particular, a2009 Subaru Impreza WRX 2.5 L, wherein “2009” is a model year of thevehicle, “Subaru” is a manufacturer of the vehicle, “Impreza WRX” is amodel identifier for the vehicle, and “2.5 L” is an engine identifierfor the vehicle. Repairable item description 602 can describe repairableitems other than a vehicle. Information, other than model year,manufacturer, model identifier, or engine identifier, can be used todescribe the other types of repairable items.

RO information area 608 can include information that was entered ontothe subject RO. The information entered onto the subject RO can include,e.g., “Work Requested” and “Work Performed.” As an example, a technicianthat worked on the repairable item or a service manager at a repairlocation can enter the information onto an RO. The RO informationprovided to RO database 106 from RO collector DPM 104 can indicate whichinformation on the RO represents the “Work Performed” and whichinformation represents the “Work Requested.” An RO can comprise multipleWork Requested and Work Performed sections. Each pair of Work Requestedand Work Performed sections can be identified as distinct lines on theRO.

RO information area 608 can be arranged in various configurations. Inaddition to displaying the “Work Requested” and the “Work Performed”described on the subject RO, RO information area 608 can include aselector 628 “View Entire Repair Order” that is selectable to view thesubject RO in its entirety. Selector 628 can be a hyperlink. Selectingselector 628 can cause processor 202 to retrieve and display the subjectRO or the subject RO line. In one respect, the retrieved and displayedRO can be an original un-mapped RO. In another respect, the retrievedand displayed RO can be a mapped RO that includes one or more standardterms that replaced one or more non-standard terms of the originalun-mapped RO.

Retrieving the subject RO can include retrieving an SQL file or XML filethat embodies the subject RO. Alternatively, retrieving the subject ROcan include retrieving an image of the subject RO from RO database 106Display device 214 can display the subject RO or subject RO lineretrieved from RO database 106. Another selector (not shown), displayedwith the subject RO or the subject RO line, can be selected to causedisplay device 214 to switch from displaying the subject RO or subjectRO line to displaying GUI 600.

Validation selection area 606 includes the following validationselections: a usable RO selection 612, a non-usable RO selection 614,and a duplicate RO selection 616. GUI 600 is configured to receive avalidation selection for a subject RO. A validation selection, selectedfor the subject RO, can be provided to processor 202 for storing in ROdatabase 106 as a validation selection associated with the subject RO. Adata record field, such as Field S described below, can record thevalidation selection.

Selecting usable RO selection 612 for the subject RO can cause GUI 600to transition from a mode for selecting a validation selection to a modefor entering text to generate a real-fix-tip for the subject RO. Thattransition can include display device 214 switching from displaying GUI600 to displaying a GUI 800 (shown in FIG. 8). In accordance with one ormore of the example embodiments, usable RO selection 612 can beun-selectable if processor 202 determines that the subject RO is arecommended duplicate RO for which a real-fix-tip been generated.

Selecting duplicate RO selection 616 for the subject RO can cause GUI600 to transition from the mode for selecting a validation selection toa mode for selecting a previously-generated real-fix-tip to associatewith the subject RO. That transition can include display device 214switching from displaying GUI 600 to displaying a GUI 700 (shown in FIG.7). In accordance with some example embodiments, duplicate RO selection616 can be un-selectable if processor 202 determines that a real-fix-tiphas not yet been generated for the subject RO or for any other RO withinan RO Group including the subject RO.

Selecting non-usable RO selection 614 for the subject RO can causeprocessor 202 to store data that indicates the subject RO is not usablefor the search criteria entered to locate the subject RO. Additionally,processor 202 can cause display device 214 to transition from displayingGUI 600 to displaying GUI 1200 so that another subject RO can beselected for determining whether to classify the other subject RO as ausable RO, duplicate RO, or non-usable RO.

In accordance with at least some example embodiments, classifying thesubject RO as a non-usable RO prevents the subject RO from beingpresented in search results of a search of RO database 106 using thesearch criteria that were used to locate the subject RO, after thesubject RO was classified as non-usable for those search criteria.However, if the subject RO includes multiple RO lines with distinctservice procedure information, then selecting non-usable RO selection614 can cause the RO line with non-usable service procedure informationto be classified as a non-usable RO line rather than classifying theentire RO as a non-usable RO. One or more other RO lines on that subjectRO may include usable service procedure information.

Text entry area 610 can be arranged in any of a variety ofconfigurations. In accordance with an example embodiment in which thesubject RO pertains to a vehicle, text entry area 610 can include atitle text entry box 618 for entering a title for a real-fix-tip, acomplaint text entry box 620 for entering text to identify a complaintfor the real-fix-tip, a cause text entry box 622 for entering text toidentify a cause for the real-fix-tip, a correction text entry box 624for entering text to identify a correction for the real-fix-tip, and anattachment selector 626 for selecting to enter an attachment (e.g., adocument saved in a portable document format (PDF)) for thereal-fix-tip. Entering the complaint, cause and correction into textentry area 610 can be referred to as entering real fix information as a3C's real fix. A person skilled in the art will understand that textentry area 610 can include one or more different text entry boxes forsubject RO that pertain to repairable items other than vehicles. Textentered into a text entry box can be populated into a field of areal-fix tip.

Next, FIG. 7 shows GUI 700 in accordance with example embodiments inwhich a subject RO or a subject RO line was classified as a duplicate RO(e.g., by selecting duplicate RO selection 616 for the subject RO orsubject RO line). As shown in FIG. 7, GUI 700 can include a real-fix-tipselection area 702, and validation selection area 606 can include adrop-down box 708 from which a validation selection can be selected.

Real-fix-tip selection area 702 includes selectable real-fix-tips 704and 706. A portion of each of those real-fix-tips can be displayed.Alternatively, no portion of the real-fix-tips or the entirereal-fix-tips can be displayed within real-fix-tip selection area 702.Either of real-fix-tips 704 and 706 can be selected to view the entiretip prior to one of those two tips being selected as a real-fix-tip toassociate with the subject RO. Processor 202 can receive a selection ofa real-fix-tip and cause RO database 106 to associate the subject ROwith the selected real-fix-tip. As an example, each real-fix-tip can becomprise or be associated with an identifier, such as a numericidentifier. RO database 106 can store the real-fix-tip identifier alongwith the subject RO in order to associate the subject RO with theselected real-fix-tip. As an example, the real-fix-tip identifier can bestored in Field I of a data record associated with the subject RO.

As shown in RO information area 608, the Work Performed Area indicatesthat a thermostat was replaced. Real-fix tip 704 states P1028, ReplacedThermostat. Therefore, real-fix tip 704 can be an appropriate real-fixtip for the subject RO 100101. Real-fix tip 704 can be selected fordisplay by display device 214 prior to confirming that the entirety ofreal-fix tip is appropriate for associating with the subject RO.

Next, FIG. 8 shows GUI 800 in accordance with one or more exampleembodiments in which a subject RO was classified as a usable RO (e.g.,by selecting usable RO selection 612 for the subject RO). By way ofexample, the subject RO shown in FIG. 8 is assigned RO number 31813 andline number 93486, and pertains to a 1994 Ford Ranger Splash with a 4.0L engine. GUI 800 can display RO that pertain to other repairable items.

GUI 800 includes an insert phrases selector 802 that, upon selection,causes display device 214 to display an insert phrases area 804 (e.g., apop-up window on or within GUI 800). Insert phrases area 804 can includestandard phrases that are selectable from a standard phrase list (SPL)to fill out various fields in text entry area 610.

Insert phrases area 804 can include multiple standard phrase lists(SPLs). Those SPLs can include a diagnostic trouble codes (DTCs) SPL806, a symptoms SPL 808, a components SPL 810, a complaints SPL 812, acauses SPL 814, and a corrections SPL 816. Insert phrases area 804 caninclude a search box 818 for faster navigation of an SPL, a slider bar820 to scroll up or scroll down an SPL displayed by insert phrases area804, and an SPL exit selector 822 to cause processor 202 to stopdisplaying insert phrases area 804. The SPLs of insert phrase area 804can be populated with phrases stored within phrase data 1916 (shown inFIG. 19).

DTCs SPL 806 can include standard DTC descriptions of DTCs settable byor within a repairable item. In FIG. 8, GUI 800 is displaying standardDTC descriptions of DTCs ranging from B0001 to B0028. Standard DTCdescriptions of other DTCs settable by or within the repairable item canbe displayed by using slider bar 820. Any one or more of those standardDTC descriptions displayed by GUI 800 can be selected for entry into afield of text entry area 610. As an example, the standard description ofDTC B0011 can be selected for placement into complaint text entry box620.

Selecting a standard phrase for placement into a text entry box of textentry area 610 for each subject RO that pertains to common repairableitems having a common complaint can be beneficial to users of system100. One such benefit is that an increased number of RO are associatedwith a common complaint. A search of RO database 106 using the commoncomplaint as search criteria can lead to finding more RO in RO database106 that match the search criteria.

Next, FIG. 16 and FIG. 17 show GUI 850 and GUI 875, respectively, inaccordance with one or more example embodiments in which an RO wasclassified as a usable RO. Those GUI display a subject RO that isassigned RO number 48861 and a line number 600522, and that pertains toa 2005 Mini Cooper (Base) with a 1.6 L four cylinder engine. Other ROcan also be displayed by GUI 850 or GUI 875.

GUI 850, as shown in FIG. 16, includes a system selector 852. Systemselector 852 can present selectable systems using a pop-up window orusing some other arrangement, such as a set of check boxes. A systemselected using system selector 852 can be used to classify areal-fix-tip entered via GUI 850. The system classification can indicatea publication class of real-fix-tips under which the real-fix tip shouldbe published. FIG. 17 shows example publication classes other thanengine. GUI 850 also includes repairable item description 602, ROidentifier 604, line identifier 605, title text entry box 618, complainttext entry box 620, cause text entry box 622, correction text entry box624, and insert phrases selector 802. GUI 850 can include other elementsof GUI 600, but those elements are not shown in FIG. 16.

GUI 875, as shown in FIG. 17, includes system selector 852 and pop-upwindow 854 presenting selectable systems. Selector 216 can triggerselector bar 856 to move up or down within pop-up window 854 to select asystem. GUI 875 also includes repairable item description 602, ROidentifier 604, line identifier 605, validation selection area 606, ROinformation area 608, usable RO selection 612, non-usable RO selection614, duplicate RO selection 616, title text entry box 618, complainttext entry box 620, cause text entry box 622, correction text entry box624, and selector 628. GUI 875 can also include user navigationselectors, such as the “Home,” “About,” “Search,” and “Reporting”selectors shown in the upper-right corner of GUI 875.

Returning to FIG. 5, GUI 500 can display numbers that indicate how manyRO or RO lines are within each RO group. In FIG. 5, those numbers areshown within parenthesis. For example, eleven RO or RO lines are withinRO group 508. After validating each RO or RO line within an RO group,the validated RO group or a real-fix tip generated for the RO group canbe submitted for review and publishing. Submission of the RO group orthe real-fix tip can occur in various ways. For example, submission ofthe RO group can occur automatically when the validation selection ofthe last RO within the RO group is selected. As another example, a GUI,such as GUI 500, 600, 700, 800 or 900, can include a submit-RO-groupselector (not shown). The RO groups that have been submitted for review,but not yet published for presenting to RO receiver 114, can be shown ona GUI displayable at a coordinator-terminal of DPM 110. A coordinatorcan select an RO group from that GUI in order to review a real-time fixor validation selections for RO within the selected RO group. Thatreview can include displaying a quality control (QC) GUI.

A fix-generator terminal of DPM 110 can include a cancel-submissionselector on a GUI to allow a fix-generator to cancel submission of theRO group for review and publication. Use of the cancel-submissionselector can be used if the fix-generator feels the need to revise avalidation selection or the real-fix tip for a submitted RO group.Canceling submission of a submitted RO group can cause that RO group tobe returned to fix-generator DPM 108 for revising by a fix-generator.

Next, FIG. 9 shows an example QC GUI 900 in accordance with one or moreexample embodiments described herein. QC GUI 900 can be used forreviewing real-fix tips prior to the tips being published forpresentation to RO receiver 114. QC GUI 900 is not so limited though asit could be configured for reviewing real-fix tips after publication. Acoordinator can be a person other than the person that generated thereal-fix tip using system 100. QC GUI 900 can display the fields of textentry area 610 and the text entered into the fields.

QC GUI 900 can include one or more of the validation selections, such asusable RO selection 612, non-usable RO selection 614, and duplicate ROselection 616. Selecting usable RO selection 612 for a real-fix tipdisplayed by QC GUI 900 can cause processor 202 to associate thatreal-fix tip with the subject RO or a group of RO including the subjectRO. In accordance with one or more example embodiments, a real-fix tipthat has been selected, using QC GUI 900, as a usable RO can beclassified as a published real-fix tip. Published real-fix tips cancomprise real-fix tips that are presentable to RO receiver 114.

In addition to publishing the real-fix tip, the subject RO and anyduplicate RO of the subject RO can be published along with the real-fixtip. For instance, if a real-fix tip is published for RO group 310, thereal-fix tip and each RO of RO group 310 can be published concurrentlywith the real-fix tip.

Selecting non-usable RO selection 614 for a real-fix tip displayed by QCGUI 900 can cause a reviewer comment area 904 to become active. As shownin FIG. 9, reviewer comment area 904 can be within a pop-up windowoverlaid over a portion of QC GUI 900. Reviewer comment area 904 isshown to have selectable pre-authored reasons why the real-fix tipshould be returned for revising the real-fix tip. Spontaneous reasonscan be entered using an Add Comment area of reviewer comment area 904.Reasons other than the reasons shown in FIG. 9 or the Add Comment areacan be included to input reasons why the real-fix tip should be returnedfor revisions. Upon entering one or more reasons for returning areal-fix tip prior to publication, a submit selector 908 can be selectedto submit the reasons and to cause the subject RO or a group of ROincluding the subject RO to be returned to a person that generated thereal-fix tip along with a request to revise the real-fix tip or toanother fix-generator.

Fix-generator DPM 108 can generate, for display using display device214, a real-fix tip revision GUI (not shown) that identifies real-fixtips that have been returned from a coordinator using QC GUI 900. Thereal-fix tip revision GUI can display the reasons why the real-fix tipwas returned by a QC coordinator and text entry areas for revising thereal-fix tip. The real-fix tip revision GUI can include a selector tore-submit the real-fix tip for review using QC GUI 900.

Selecting duplicate RO selection 616 for a real-fix tip displayed by QCGUI 900 can cause the real-fix tip to be flagged as a real-fix tip to becompared to another RO associated with a real-fix tip. In use, acoordinator (e.g., a reviewer) of the displayed real-fix tip can suspectthat a real-fix tip has already been generated for another RO havingdata similar to the data in text entry area 610 for the displayedreal-fix tip and a similar repairable item. QC GUI 900 can include asearch selector 906 to search for, among other things in RO database106, previously-entered real-fix tips. The search selector 906 can bereferred to as a “Search Ask-a-Tech” selector, but is not so limited. Inaccordance with one or more of the example embodiments, fix-generatorDPM 108 can be configured to present a selector that allows a user toselect the previously-generated real-fix tip or the duplicate real-fixtip as a tip to use for the subject RO and other RO duplicates of thesubject RO.

GUI 900 can include a publish selector 910 for entering a selection topublish the real-fix tip. Publish selector 910 can cause the real-fixtip to be stored in RO database 106 as a published real-fix tip, or dataindicating the real-fix tip is a published real-fix tip.

III. Example Operation A. Fix-Generator DPM Functions

In addition to the functions described thus far as being performed by afix-generator DPM, fix-generator DPM 108 can perform one or more of thefollowing functions described in this section of the description. Sincefix-generator DPM 108 can be arranged like DPM 200, elements of DPM 200are discussed with regard to fix-generator DPM 108 performing thosefunctions. Processor 202 executing CRPI 212 can receive selections orother data input by the fix-generator and carry out functions inresponse to receiving the selections or other data.

Fix-generator DPM 108 can present a logon GUI that allows thefix-generator to enter data for logging onto RO database 106. ROdatabase 106 can comprise account data that can be compared to dataentered using fix-generator DPM 108 to ensure that the fix-generatorusing fix-generator DPM 108 has permission to access RO database 106.

Fix-generator DPM 108 can browse attachments to identify an attachmentto be associated with a real-fix tip, select an identified attachment,and attach the selected attachment so as to associate the selectedattachment with the real-fix tip. The attachments can be stored in ROdatabase 106, fix-generator DPM 108, or in another data storage device.As an example, a selected attachment can include an image of a vehiclecomponent, a schematic diagram of electrical circuitry, or some otherattachment. A coordinator reviewing the real-fix tip using coordinatorDPM 110 can view the attachment to confine the attachment is appropriatefor attaching to the real-fix tip prior to publishing the real-fix tip.Fix-generator DPM 108 or coordinator DPM 110 can remove an attachmentassociated with a real-fix tip.

Fix-generator DPM 108 can produce a hover view to display apreviously-entered real-fix tip. FIG. 14 shows a hover view 710 for GUI700. Selector 216 can control an element pointer, such as a mousepointer displayed on a GUI, to cause display device 214 to display thehover view. As an example, a pointer (not shown) displayed on GUI 700can be moved into close proximity to a title of a selectable real-fixtip 704. When the pointer is within a threshold distance of any portionof the title, a hover view showing the real-fix tip in its entirety canappear so that the fix-generator can read the real-fix tip withoutclosing GUI 700 or changing to another GUI. When the pointer is movedbeyond the threshold distance away from the title while the hover viewis displaying the real-fix tip, the hover view can close so that thereal-fix tip is no longer presented within a hover view.

B. Coordinator DPM Functions

In addition to other functions described thus far as being performed bya coordinator DPM, coordinator DPM 110 can perform one or more of thefollowing functions described in this section of the description. Sincecoordinator DPM 110 can be arranged like DPM 200, elements of DPM 200are discussed with regard to coordinator DPM 110 performing thosefunctions. Processor 202 executing CRPI 212 can receive selections orother data input by the coordinator and carry out functions in responseto receiving the selections or other data. Coordinator DPM 110 can beconfigured to perform any function that fix-generator DPM 108 canperform.

Coordinator DPM 110 can present a logon GUI that allows the coordinatorto enter data for logging onto RO database 106. RO database 106 cancomprise account data that can be compared to data entered usingcoordinator DPM 110 to ensure that the coordinator using DPM coordinatorDPM 110 has permission to access RO database 106.

Coordinator DPM 110 can be used to navigate RO database 106 to selectreal-fix tips awaiting publication. That navigation can occur, e.g.,using GUI 500.

Coordinator DPM 110 can display a list of real-fix tips, reviewable bythe coordinator, and receive a selection of a real-fix tip beingdisplayed. As an example, coordinator DPM 110 can display the list ofreal-fix tips using GUI 600 or another GUI. The list can include a titleof the real-fix tip and a time stamp that indicates, e.g., a date andtime that the real-fix tip was submitted for publication or approved forpublication. The real-fix tips in the list can be sorted by, e.g., avehicle name (most recent year first), then by symptom, and then byreal-fix tip tile. Other examples of criteria for sorting real-fix tipsare also possible. As another example, the coordinator can enter thereal-fix tip selection using an input device, such as a mouse or touchscreen, of coordinator DPM 110. Selecting a displayed real-fix tip canoccur using GUI 600 or another GUI.

Coordinator DPM 110 can receive a selection of a real-fix tip from GUI600 or another GUI. The coordinator can enter that selection usingselector 216.

Coordinator DPM 110 can display the real-fix tip, selected by thecoordinator, and text of an RO. Coordinator DPM 110 can present QC GUI900 to return a real-fix tip to a fix-generator and to publish areal-fix tip for presentation at RO receiver 114. QC GUI 900 can promptthe coordinator to add notes and to receive notes entered by thecoordinator. QC GUI 900 can prompt the coordinator to confirm submissionof entered notes and a request to return the real-fix tip to thefix-generator for editing. QC GUI 900 can receive a selection to confirmsubmission of the entered notes and request to return the real-fix tip.QC GUI 900 can also receive a selection to cancel entering the notes orreturning the real-fix tip. Coordinator DPM 110 can further be arrangedto present a GUI, such as QC GUI 900, to create or edit a real-fix tip.

C. Additional System Operation

Next, FIG. 10 is a flowchart depicting a set of functions 1000 (or moresimply “the set 1000”) that can be carried out in accordance with one ormore example embodiments described herein. The set 1000 includes thefunctions shown in blocks labeled with even numbers 1002 through 1016,inclusive. One or more functions of the set 1000 can be carried outusing RO collector DPM 104, RO database 106, fix-generator DPM 108,coordinator DPM 110, or RO distributor DPM 112.

Block 1002 includes storing an RO (e.g., one or more RO) in RO database106. Storing the RO can comprise storing multiple RO received from ROprovider 102 (e.g., one or more RO providers). RO collector DPM 104 canreceive the RO via network link 150 and provide the RO to RO database106 via network link 151. RO database 106 can store the RO in an area ofRO database 106 designated for un-mapped RO (see FIG. 19). RO database106 can store data that indicates whether or not the RO is published(see description of Field T below). RO distributor DPM 112 or ROdatabase 106 can prevent RO receiver 114 from accessing unpublished ROstored within RO database 106. Fix-generator DPM 108 or coordinator DPM110 can cause RO database 106 to store an RO revised by fix-generatorDPM 108 or coordinator DPM 110, respectively.

Next, block 1004 includes displaying an RO-Group Selection Interface.Processor 202 can execute GUI CRPI 304 to display GUI 1200. Displaydevice 212 can display the GUI 1200. Displaying the RO-Group SelectionInterface can include execution of DPM CRPI 316.

Next, block 1006 includes receiving RO search criteria selected usingthe RO-Group selection interface. Processor 202 can execute GUI CRPI 304to receive a selection of search criteria via GUI 1200. Receiving the ROsearch criteria can include execution of DPM CRPI 316.

Next, block 1008 includes searching the RO database 106 based on the ROsearch criteria. Processor 202 can execute GUI CRPI 302 to search ROdatabase 106. Searching the RO database 106 can include execution of DPMCRPI 316.

Next, block 1010 includes displaying an RO group located during thesearch of the RO database 106. Display device 214 can display the ROgroup. Processor 202 can execute GUI CRPI 304 or DPM CRPI 316 togenerate a GUI, such as GUI 500, to display the RO group. Displaying theRO group can include execution of DPM CRPI 316.

Next, block 1012 includes receiving selection of RO within the RO group.Processor 202 can execute RO-selection CRPI 306 to receive selection ofthe RO based on a selection made using selector 216. That selection canoccur using GUI 500. Receiving selection of the RO can include executionof DPM CRPI 316.

Next, block 1014 includes generating a real-fix tip for the selected RO.Processor 202 can execute GUI CRPI 304 to generate a GUI, such as GUI600, to display a real-fix creation interface, and to generate a GUI,such as GUI 800, to display insert phrases area 804 for insertingstandard phrases into text entry area 610. Processor 202 can executetip-generation CRPI 308 to receive selections of standard phrasesentered via GUI 800 or an attachment entered via attachment selector626. Generating the real-fix tip can include execution of DPM CRPI 316and phrase selection CRPI 322.

Next, block 1016 includes submitting the real-fix tip for review.Processor 202 can execute GUI CRPI 204 to display GUI 600 to displayusable RO selection 612 and to receive a selection of usable ROselection 612 to indicate that text entered using text-entry area 610 isbeing submitted as a real-fix tip for review. In an alternativeembodiment, submitting the real-fix tip generated for one RO among an ROgroup can occur by validating each RO of the RO group with a selectionfrom validation selection area 606.

Next, FIG. 11 is a flowchart depicting a set of functions 1100 (or moresimply “the set 1100”) that can be carried out in accordance with one ormore example embodiments described herein. The set 1100 includes thefunctions shown in blocks labeled with even numbers 1102 through 1114,inclusive. One or more functions of the set 1100 can be carried outusing coordinator DPM 110.

Block 1102 includes selecting a real-fix tip submitted for review.Selecting the real-fix tip can comprise selecting an RO group from a GUIthat lists one or more RO groups. The list can include RO groups forwhich real-fix tips have been generated, but are not yet published.Alternatively, the list can include one or more other types of ROgroups. The RO group on the list can include text or symbols thatindicate a status of a real-fix tip for that RO group. For example, thestatus can indicate “No Real Fix Tip” if no real-fix tip has beengenerated for the RO group, “Real Fix Tip Awaiting Publication” if areal-fix tip has been written for the group, but has not yet beenpublished, or “1 Existing Real Fix” if a real-fix tip has been publishedfor the RO group. RO group 510 in FIG. 5 shows an example of that latterstatus indicator. Other examples of selecting a real-fix tip are alsopossible. In accordance with that example, selecting the real-fix tipcan occur by selecting the RO group having the status “Real Fix TipAwaiting Publication.”

Next, block 1104 includes displaying the real-fix tip submitted forpublication. Displaying the real-fix tip can include displaying textentry area 610 or the text entered using text entry area 610. Displayingthe real-fix tip can occur using a GUI, such as GUI 900. Display device214 can display the real-fix tip selected for review prior topublication.

Next, block 1106 includes making a determination whether to publish thereal-fix tip. The determination of block 1106 can be based on whetherthe real-fix tip meets criteria established by an entity operatingsystem 100, but the determination is not so limited. As an example, thecriteria or at least a part of the criteria can be that appropriate texthas been entered into each text entry box 618 through 624. Otherexamples of the criteria are also possible.

If the determination of block 1106 is that the real-fix tip should notbe published, a process based on the set 1100 can continue at block1108. Block 1108 includes entering a reason for not publishing thereal-fix tip. Reviewer comment area 904 can appear as part of GUI 900 inresponse to selection of tip-return selector 902. A coordinator canenter one or more reasons why the real-fix tip is being returned usingtext entry area 904. Processor 202 can determine that the real-fix tipis ready to be returned to the fix-generator, along with a reason forreturning the real-fix tip for revision, by receiving a selection ofsubmit selector 908.

Block 1110 includes returning the real-fix tip for revising.Fix-generator DPM 108 can display a GUI that identifies one or morereal-fix tips that have been returned prior to publication.Fix-generator DPM 108 can receive a selection of a returned real-fix tipand display the returned real-fix tip via a GUI showing text-entry areas618 through 624 and a coordinator-note area (not shown) that indicatesthe reasons, entered via reviewer comment area 904, why the real-fix tipwas returned prior to publication. After reviewing the returned real-fixtip, fix-generator DPM 108 can receive a selection from validationselection area 606. For instance, if the real-fix tip is revised, usableRO selection 612 can be selected to cause the revised real-fix tip to besubmitted for review (see block 1016). Alternatively, if revising thereal-fix tip will not occur, duplicate RO selection 616 could beselected if a real-fix tip has been or will be generated for another RO,or non-usable RO selection 614 could be selected if the RO associatedwith the real-fix tip is not to be presented to RO receiver 114.

Returning to block 1106, if the determination of block 1106 is that thereal-fix tip should be published, a process based on the set 1100 cancontinue at block 1112. Block 1112 includes approving publication of thereal-fix tip. Processor 202 can determine the real-fix tip has beenapproved for publication by receiving a selection of publish selector910.

Block 1114 includes storing real-fix tip as a published real-fix tip. ROdatabase 106 can receive, from coordinator DPM 110, data that indicatesthe real-fix tip is or can be published. RO database 106 can store thatdata regarding the real-fix tip such that the real-fix tip is publishedin a data record field, such as Field T. Afterwards, RO distributor DPM112 can provide the published real-fix tip to RO receiver 114.

This description describes several example GUI having various selectorsand text entry areas. A person having ordinary skill in the art willunderstand that one or more of the selectors or text entry areas can beshown on a GUI or pop-up window that is separate and distinct from theexample GUI. Furthermore, the person having ordinary skill in the artwill further understand that using the example GUI can includedisplaying popup windows that allow a user, such as a coordinator or afix-generator, to confine submission of a selection or text or to entera cancel selection so that the selection or text entered using aselector or text entry area is not submitted.

IV. RO Pre-Mapping

One or more of the example embodiments described herein can includeelements or functions pertaining to pre-mapping of RO. Pre-mapping an ROcan include a processor executing RO mapping CRPI 320 to compare text orsymbols of a computer-readable RO stored in RO database 106 to mappingterms, standard terms, context terms, or data record fields and togenerate a searchable database record associated with the RO.Pre-mapping an RO can include generating a mapped RO that includesstandard terms or phrases in place of non-standard terms or phrases thatare part of the un-mapped RO. After pre-mapping RO, data recordsgenerated during the pre-mapping can be searched to locate RO within ROdatabase 106 instead of searching the RO themselves.

FIG. 18 shows an example RO 180. RO 180 can be generated by RO provider102 and provided to RO collector DPM 104 as a non-computer-readable RO(e.g., a paper RO) or as a computer-readable RO storable in acomputer-readable data storage device, such as RO database 106. Thecomputer-readable RO can be arranged as a structured query language(SQL) file. Alternatively, the computer-readable RO can be arranged asan extensible markup language (XML) file. An original computer-readableRO provided by RO provider 102 is an un-mapped RO. Similarly, anoriginal computer-readable RO generated by RO collector DPM 104 prior toany pre-mapping of that RO is also an un-mapped RO.

RO 180 includes a service provider identifier 181, a date of serviceidentifier 182, a customer indicator 183 that indicates a customerseeking service of a given vehicle, vehicle information 184 thatindicates the given vehicle, a service request 185 indicating thecomplaint or service requested by the customer, parts information 186indicating parts obtained for servicing the given vehicle, and serviceprocedure information 187, 188, and 189 carried out on the givenvehicle.

Service provider identifier 181 can include, e.g., information thatindicates a name and geographic location of the service provider.Vehicle information 184 can include a vehicle identification number(VIN) associated with the given vehicle and a description of the givenvehicle. Service procedure information 187, 188, and 189 can includeinformation within distinct sections 190, 191, and 192, respectively, ofRO 180. The service procedure information within any one distinctsection 190, 191, and 192 can be unrelated to the service procedureinformation with any other distinct section. Alternatively, two or moredistinct sections including service procedure information can pertain torelated service operations performed on the given vehicle.

Some RO stored within RO database 106 can be arranged in a configurationthat differs from RO 180. Nevertheless, the RO arranged in anotherconfiguration typically includes at least one of the types ofinformation described above as being a part of RO 180.

The RO stored within RO database 106 can comprise searchable text orsymbols (e.g., text, symbols, or text and symbols). As an example, asymbol on an RO can comprise an empty check box or a checkbox and acheckmark inside the checkbox.

Multiple portions of text on a RO can be grouped as phrases. Whencomparing contents of an RO to various terms, such as mapping terms,standard terms, or context terms, words within a given proximity to oneor more other words can be grouped as a phrase to be compared to themapping, standard, or context terms. The given proximity can, e.g., bewithin X words, where X equals 1, 2, 3, 4, 5, or some other number ofwords. As an example, service procedure information 187 states “Checkstarter/ignition system.” The words “Check” and “ignition system” arewithin 3 words of one another. In accordance with an embodiment in whichthe given proximity is greater than 1 word, the words “Check” and“ignition system” can be grouped as the phrase “Check ignition system”for comparison to mapping, standard, or context terms.

RO 180 includes labor operation codes (LOC). The labor operation codescan conform to those defined by a vehicle manufacturer, a serviceprovider that generates an RO, a service information provider, such asMitchell Repair Information, LLC, Poway, Calif., or some other entity.For simplicity of FIG. 18, the labor operation codes are shown withinparenthesis, such as (C45) and (C117). Each LOC can refer to aparticular operation performed to the given vehicle. A DPM within system100 can use a LOC to determine what type of operation was performed tothe given vehicle if other information regarding that operation isincomplete or described using non-standard phrases or terms. A DPM canalso use LOC to determine context for a service line of the RO.

FIG. 19 shows additional details of RO database 106 in accordance withone or more example embodiments. As shown in FIG. 19, RO database 106includes un-mapped RO 1900, mapped RO 1902, mapping terms 1904, standardterms 1906, context terms 1908, RO data records 1910, real-fix tips1912, RO group data 1914, and phrase data 1916. In alternativearrangements, mapping terms 1904, standard terms 1906, context terms1908, RO data records 1910, real-fix tips 1912, RO group data 1914, orphrase data 1916 can be stored within a data storage device other thanthe data storage device storing RO database 106. Real-fix tips 1912 caninclude unpublished real-fix tips and published real-fix tips.

Un-mapped RO 1900 comprises original computer-readable RO received fromRO provider 102 or original computer-readable RO generated from anon-computer-readable RO received from RO provider 102. In accordancewith one or more of the example embodiments, the RO provided to ROreceiver 114, fix-generator DPM 108 or coordinator DPM 110 can belimited to RO from un-mapped RO 1900. In accordance with one or moreother example embodiments, the RO provided to RO receiver 114,fix-generator DPM 108 or coordinator DPM 110 can be limited to RO frommapped RO 1902. In accordance with yet one or more other exampleembodiments, the RO provided to RO receiver 114, fix-generator DPM 108or coordinator DPM 110 can be RO from un-mapped RO 1900 and RO frommapped RO 1902. A DPM shown in FIG. 1, or another DPM, can execute CRPIto pre-map un-mapped RO within un-mapped RO 1900 into mapped RO forstorage as part of mapped RO 1902.

Mapped RO 1902 comprises RO generated from an un-mapped RO. A mapped ROcan be arranged like an un-mapped RO, although any non-standard termsidentified on the un-mapped RO are replaced with standard terms fromwithin standard terms 1906. Furthermore, if the un-mapped RO isincomplete in any respect, such as the un-mapped RO does not include themodel year of the vehicle referred to on the RO, a processor candetermine data to complete incomplete portions of the un-mapped RO. Forexample, if RO 180 did not recite the model year 2012, the processor candetermine the model year from the YIN recited on RO 180.

In response to RO distributor DPM 112 receiving, from RO receiver 114, arequest for an RO, RO distributor DPM 112 can retrieve from RO database106 and provide to RO receiver 114 a mapped RO with standard terms fromRO database 106. Alternatively, RO distributor DPM 112 can retrieve fromRO database 106 and provide to RO receiver 114 an un-mapped RO from ROdatabase 106. RO receiver 114 can offer to a user a selection of whetherto receive a mapped RO or an un-mapped RO.

Mapping terms 1904 can comprise terms that can be entered into a datarecord field. Mapping terms 1904 can also comprise data that identifieswhich data record each mapping term can be entered. Additionally oralternatively, the arrangement of mapping terms 1904 can define whichdata record each mapping term can be entered.

As an example, mapping terms 1904 can comprise terms that can be enteredinto a model year field of a data record (see, e.g., Field C of FIG.20). The model year terms can be a predefined set of years, such as theyears 1980 through 2013. As each new model year of vehicles isintroduced, the predefined set of model years can be modified to includethe new model year. Similarly, the predefined set of model years can bemodified to include model years earlier than the earliest model yearcurrently in the set of model years.

As another example, mapping terms 1904 can comprise terms that can beentered into a location field of a data record (see, e.g., Field M ofFIG. 20). The location terms can be a predefined set of locations, suchas locations where RO providers 102 are located. As additional ROproviders 102 begin providing RO to RO collector DPM 104, the predefinedset of locations can be modified to include locations of the additionalRO providers 102 if those locations are not currently within the set oflocations.

A mapping term within a predefined set of mapping terms can be added asa result of that mapping term being on an RO. For example, an un-mappedRO can include data indicating city: Madison, state: Wisconsin, and zipcode: 53562. While searching contents of that un-mapped RO, RO collectorDPM 104 can identify the city, state, and zip code data on the RO anddetermine that mapping terms 1904 does not include the identified city,state, and zip code data on the RO and modify mapping terms 1904 toinclude data, representing the identified city, state, or zip code, thatcan be entered into the location field of a data record. Fix-generatorDPM 108 or coordinator DPM 110 can be configured to approve modifyingmapping terms 1904 with new mapping terms.

At least some of mapping terms 1904 can be identical to (e.g., match)filter criteria selectable via an example GUI described herein. Forexample, mapping terms 1904 can include model year terms for the yearsbetween and including 1990 to 2012. As shown in FIG. 12, model yearselectors 1220 on GUI 1200 includes selectors for model years 1990through 2012. In this way, after selecting model years 1990 through2012, as shown on FIG. 12, the RO mapped to a model year between 1990through 2012 can be identified as an RO that matches the selected filtercriteria. If no other filter criteria is selected, the RO that matchesthe selected filter criteria based on model year are the RO on which aresponse to the search requester is provided. If other filter criteriahave been selected, the response to the search requester will be basedon the RO data records with data that matches the selected filtercriteria.

Standard terms 1906 can comprise standard terms to use on a mapped ROinstead of a non-standard term on an un-mapped RO. Table 2 includesexample standard terms (ST) and non-standard terms (NST) associated withthe standard terms. As shown in Table 2, a standard term can be (i) adiagnostic trouble code identifier, such as DTC P0117 or DTC P0101, (ii)a labor operation, such as check battery or remove and replace, and(iii) component names, such as ignition switch, service engine soonlight, coolant temperature sensor, and oxygen sensor. The other terms ineach row of Table 2 including an ST are NST.

TABLE 2 ST NST NST NST NST NST DTC P0117 Code 117 Code 0117 DTC 117 DTCP117 P0117 Check battery Test battery Measure Measure Check (C45)battery battery volts battery acid Remove and R/R R & R R and R Removeand Swap Replace install Ignition Switch Starter Switch Ign. Sw. Ign.Switch Starter Sw. Start switch Service Engine SES Light Check EngineEmissions SES Bulb SES Lamp Soon Light Light Light Coolant ECT sensorCoolant Coolant Radiator Eng. Temperature Sensor Temp. TemperatureCoolant Sensor Sensor Sensor Temp. Sen. Oxygen Sensor O2 sensor O2senser 02 sensor Oxy. sensor O2 sens. DTC P0101 Code 101 Code 0101 DTC101 DTC P101 P0101 MAF Sensor Mass air flow Air flow MAF Vane meter VAFsensor sensor sensor sensor

Although Table 2 shows five NST for each ST, standard terms 1906 caninclude another number of NST for each ST. Standard terms 1906 do notneed to have the same number of NST for each ST. Standard terms 1906 caninclude ST and NST for other information on an RO, such as customercomplaints, vehicle make information, vehicle model information, orother information on the RO. A NST can comprise a misspelled word suchas “O2 senser.” A NST can comprise terms with a typographical error suchas “02 sensor” where “O2 sensor” was the intended term.

The RO provided to RO receiver 114 can be original un-mapped RO thatinclude non-standard terms. Additionally or alternatively, the ROprovide to RO receiver 114 can include mapped RO in which a non-standardterm on an RO provided to RO receiver 114 was replaced with a standardterm. System 100 can be used configured to allow a given RO receiver 114to change a standard term for RO provided to the given RO receiver.Changing the standard term for the given RO receiver allows for use ofdifferent terms based on, e.g., geographical location or language.

As an example, users of an RO receiver in Boston, Mass. may refer to aswitch that allows for starting a vehicle as a starter switch, whereasusers of an RO receiver in San Jose, Calif. may refer to that sameswitch as an ignition switch. As another example, users of an ROreceiver in Detroit, Mich. may want to use English-language standardterms, whereas users of an RO receiver in San Antonio, Tex. may want touse Spanish-language standard terms, and users in Montreal, Quebec maywant to use French-language standard terms. RO database 106 can includeversions of un-mapped RO or mapped RO and other content, such asstandard terms, in multiple languages so that the RO provided to an ROreceiver can be in a language desired by users of that RO receiver.

Context terms 1908 can comprise context terms to associate with an ROline based on contents of that RO line on the original RO. A contextterm associated with an RO line can be stored within field H of a datarecord for that RO line. A processor of a DPM can execute CRPI tocompare the content of the RO line to context hints within context terms1908. If the processor finds a match between the contents of the RO lineand a context hint, the processor can associate the context termassociated with that context hint as a context term for the RO line.Table 3 includes example context terms and context hints. Other examplesof the context terms and context hints are also possible. A context termcan also be a context hint for that context term.

TABLE 3 Context Term Context Hint Context Hint Context Hint Context HintElectrical Open Circuit Shorted Grounded Wire Circuit Circuit MechanicalStuck Rotate Movement Turn Hydraulic Fluid Leak Oil pressure Dripping

As described above, an RO line can be displayed at a DPM, such as afix-generator DPM 108. While an RO line associated with a context termis being displayed by the fix-generator DPM 108, the fix-generator DPM108 can display a prompt to confirm that the context term associatedwith the RO line is appropriate for the RO line. The fix-generator DPM108 can be configured to prevent submitting the RO comprising the ROline associated with the context term until the context term isconfirmed to be appropriate. Accordingly, the fix-generator DPM 108 canbe arranged to include entering a selection of whether the context termis appropriate or is not appropriate. If a selection of context term isnot appropriate is selected, fix-generator DPM 108 can provide aselector to change or remove the context term associated with the ROline. For example, if RO line 187 pertains to a mechanical problem withan ignition switch, but the context associated with RO line 187 iselectrical, the fix-generator DPM 108 can change the context term fromelectrical to mechanical. If, while an RO line is being reviewed atfix-generator DPM 108, it is determined that no context term isappropriate for the RO line, fix-generator DPM 108 can un-associate thecontext term associated with RO line.

RO data records 1910 can comprise data for a plurality of data recordfields. The data within those fields map an RO or a line for a distinctservice procedure identified on an RO. The RO data records 1910 can besearched to identify RO or a line on an RO that matches filter criteriaselected using a DPM. Searching the RO data records 1910 to identify ROwithin RO database 106 that match the selected filter criteria can becarried out more quickly than searching the un-mapped RO 1900 or themapped RO 1902 directly.

RO group data 1914 can include data for one or more RO groups storedwithin RO database 106. For each RO group, RO group data 1914 caninclude identifier of the RO or RO lines numbers belonging to that ROgroup. For each RO group, RO group data 1914 can include an identifierof a real-fix tip that is associated with the RO and RO lines numbers ofthat RO group.

Phrase data 1916 can comprise complete phrases or incomplete phrases foruse in generating real fix tips. Processor 202 can select a phrase fromphrase data 1916, based on RO terms on an RO, and include the selectedphrase within a real-fix tip being generated for the RO. Processor 202can complete incomplete phrases while generating the real-fix tip.

FIG. 20 illustrates example field names 211 and data records 213 and 215that can be stored within RO database 106. Data records 213 and 215 canbe stored as part of RO data records 1910. Field names 211 can be storedwithin mapping terms 1904 or within RO data records 1910. Data records213 and 215 pertain to RO 180.

The letters A through N above the field names 211 are provided forreference to individual field contents within a data record. Forexample, field A of data record 213 is 100200. One or more fields withina data record can have a null value when no other data is available orwhen no other data has been written into that field. As an example,fields I and J of data record 213 are shown as including a null value. Anull value within a data field can be changed to a non-null value. Forinstance, upon a real-fix tip being assigned to data record 213, field Iof data record 213 can be changed from a null value to a real-fix tipidentifier.

Field A is for RO identifiers. Field B is for line numbers assigned tolines of an RO. Field C is for a model year (or more simply, year) of avehicle referred to on an RO. Field D is for the make (e.g., themanufacturer) of the vehicle referred to on an RO. Field E is for themodel name of the vehicle referred to on an RO. Field F is for engineidentifiers of an engine within the vehicle referred to on an RO. FieldG is for system identifiers of a system within the vehicle referred toon an RO. Field H is for context identifiers. Field I is for real-fixtip identifiers. Field J is for diagnostic trouble code (DTC)identifiers. Field K is for component identifiers. Field L is forservice date identifiers. Field M is for location identifiers, such as alocation identifier that identifies where the vehicle referenced on theRO was serviced. Although FIG. 20 shows the data within Field M is acity name and state abbreviation for a state within the United States,other data, such as a zip code or GPS location, can be used instead ofor in combination with a city and state abbreviation. Field N is forLabor Operation Code (LOC) identifiers.

One or more of the data fields shown in FIG. 20 may not be includedwithin a data record for one or more of the example embodiments.Moreover, a data record in accordance with the example embodiments caninclude other fields than the fields shown in FIG. 20.

For example, a data record can include a Field O for recording data thatidentifies a technician that performed service operations described onan RO. The technician identifier can be a pseudonym for the technician.The data for recording within a technician identifier field can beidentified while contents of an RO are searched. An RO receiver 114 cansubmit a query based at least in part on a particular technicianidentifier if a person operating RO receiver 114 perceives that commentson an RO performed by the particular technician are more reliable orhelpful than comments from another technician.

As another example, a data record can include a Field P for recordingdata that indicates whether or not the RO associated with the datarecord is a duplicate RO.

As another example, a data record can include a Field Q for recordingdata that indicates whether the RO has been classified to be within anRO group. Field Q can include data that identifies the RO group(s) towhich the RO belongs.

As another example, a data record can include a Field R for recordingdata that indicates a quantity of characters or words for a line on theRO to which the data record is associated. For a group of RO beingconsidered for writing a real-fix tip, the RO line having the greatestquantity of characters or words can be ranked as being most appropriatefor generating the real-fix tip.

As another example, a data record can include a Field S for recordingdata that indicates a validation selection selected for a line on the ROto which the data record is associated. If no validation selection hasbeen selected for the line, Field S can be a null value. Otherwise,Field S can indicate (i) “Useable” if usable RO selection 612 wasselected for the line, (ii) “Not Usable” if non-usable RO selection 614was selected for the line, or (iii) “Duplicate” if duplication ROselection 616 was selected for the line.

As another example, a data record can include a Field T for recordingdata that indicates whether or not the RO, to which the data record isassociated, is published for presentation to RO receiver 114. The datarecorded in Field T can be changed when the status of the RO changesfrom published to un-published or from un-published to published.

FIG. 21 is a flowchart depicting a set of functions 2100 (or more simply“the set 2100”) that can be carried out in accordance with one or moreexample embodiments described herein. The set 2100 includes thefunctions shown in blocks labeled with even numbers 2102 through 2122,inclusive. In accordance with one or more of the example embodiments, aprocessor of RO collector DPM 104 can execute CRPI to perform the set2100. In accordance with one or more other example embodiments, anotherDPM in combination with RO collector DPM 104 can execute CRPI to performthe set 2100. Other examples of one or more DPM that can execute CRPI toperform the set 2100 are also possible.

Block 2102 includes storing un-mapped RO in RO database 106 as un-mappedRO 1900. The un-mapped RO can be generated by RO provider 102 andtransmitted to RO collector DPM 104. The un-mapped RO stored in ROdatabase 106 are computer-readable RO. The un-mapped RO stored in ROdatabase 106 can comprise original RO generated by RO provider 102. Theun-mapped RO stored in RO database 106 can also comprise original ROgenerated by RO collector DPM 104 by converting a non-computer-readableRO to a computer-readable RO. The un-mapped RO stored in RO database 106can include ST, NST, or ST and NST defined within standard terms 1906.The un-mapped RO can be transmitted to RO collector DPM 104 alone or incombination with one or more other un-mapped RO. A processor 202 canexecute CRPI 212 to cause the un-mapped RO received at or generated byRO collector DPM 104 to be stored as un-mapped RO 1900.

Next, block 2104 includes assigning an RO identifier to un-mapped RO.Typically, the RO identifier assigned to each RO within RO database 106is unique (that is different from all other RO identifiers assigned toRO in the RO database 106). In any of the example embodiments, however,two or more RO stored in RO database 106 can be assigned a common ROidentifier. For instance, an un-mapped RO stored within un-mapped RO1900 and a mapped RO generated, from the un-mapped RO, with standardterms stored within mapped RO 1902 can be assigned a common ROidentifier. Using the common RO identifier for those two RO can be oneway to associate the un-mapped RO to the mapped RO generated from theun-mapped RO. An RO identifier can be an RO number, but is not solimited. For purposes of this description, a processor of RO collectorDPM 104 can assign the RO identifier 100200 to RO 180.

Next, block 2106 includes searching contents of an un-mapped RO, such asRO 180. A processor of RO collector 104 or of another DPM can executeCRPI to transfer at least a portion of the un-mapped RO to theprocessor. Searching the contents of that portion of the un-mapped ROcan comprise the processor comparing the transferred portion to mappingterms 1904, standard terms 1906, and context terms 1908. Variouselements, as discussed with respect to blocks 2108, 2110, 2112, and 2114below, can be identified while searching the contents of the un-mappedRO.

Next, block 2108 includes identifying YMMES for the un-mapped RO. Inother words, block 2108 includes identifying theyear/make/model/engine/system associated with a vehicle referred to onan RO. For RO 180, identifying YMMES can include identifying 2112 as themodel year, General Motors as the manufacturer, Cadillac Escalade as themodel, 6.2 Liter as the engine, and automatic transmission as thesystem. Identification of one or more of the values for YMMES, such asthe manufacturer, can be identified from the VIN listed on RO 180. Ifone or more values of YMMES cannot be determined from RO 180, then thatone or more values can be listed as a null value. If identification ofmore than one system per vehicle is desired, a data record can includemore than one system field. Additionally or alternatively, the data inthe system field of a data record can include a value that representsmore than one system. Table 4 includes example values representing morethan one system in a vehicle. The identified YMMES can be used whengenerating a data record for one or more lines identified on theunmapped RO.

TABLE 4 Value for System Field “G” Systems 00 Automatic Transmission andAir Conditioning 01 Manual Transmission and Air Conditioning 10Automatic Transmission, No Air Conditioning 11 Manual Transmission, NoAir Conditioning

Next, block 2110 includes identifying a line of the un-mapped RO. Theline or lines or the un-mapped RO each refer to a distinct serviceprocedure referred to on the RO. In another respect, the lines of an ROcan be classified as labor lines and parts lines. The labor lines referto a service that was performed on a vehicle, such as a serviceperformed at an hourly rate. The parts lines refer to service parts,such as part that were sold to a customer to complete a vehicle repair.A processor when generating the un-mapped RO can recognize a distinctsection of the RO (see distinct sections 190, 191, 192) and identify thedistinct section as a line of the RO. Any contents of the RO within theidentified distinct section can be used to populate a data recordgenerated for that line. Multiple RO lines can be considered multiplerecords that share a common RO number. Other examples of identifying aline of the un-mapped RO are also possible.

Although a processor can execute CRPI to identify a line or lines withinan RO, a fix-generator using fix-generator DPM 108 or a coordinatorusing coordinator DPM 110 can review the identified line or lines todetermine whether a given line should be split into two or more separatelines and to determine whether two or more lines on an RO should bemerged into a single line. In that regard, fix-generator DPM 108 andcoordinator DPM 110 can be configured to generate a new data record whensplitting an identified line into two or more separate lines, and tomerge two or more data records when merging two or more RO lines.

Next, block 2112 includes identifying non-standard terms on theun-mapped RO. Identifying the non-standard terms can include comparingthe contents of the un-mapped RO to the NST of standard terms 1906. Ifany NST is identified, the ST associated with the identified NST can bedetermined from standard terms 1906. For example, while comparing thecontents of RO 180 (in particular, service procedure information 187), aprocessor can identify that service procedure information 187 containsan NST (that is, “starter switch”) and that the standard term for thatNST is “ignition switch.” As another example, while comparing thecontents of service procedure 189, the processor can identify thatservice procedure information 189 contains an NST “R/R” and that thestandard term for that NST is “Remove and Replace.”

Next, block 2114 includes identifying context of the identified line.Identifying the context can include comparing contents of an identifiedline to context terms 1908. If any context hint of context terms 1908 isidentified, the context term associated with the identified context canbe determined from context terms 1908. For example, while comparing thecontents of service procedure information 187, a processor can identifythat service procedure information 187 contains a context hint (that is,“turn”) and that the context term for that context hint is “Mechanical.”The identified context term (or more simply context) for the identifiedline can be used when generating a data record for the identified line,as discussed with respect to block 2116.

Next, block 2116 includes generating a data record for an identifiedline. Generating the data record can include allocating a portion of ROdata records 1910 for storing data for fields A through T, anycombination of fields A through T, or some other combination of datafields of a new data record. The RO number assigned to the RO at block2104 can be written into field A for the new data record. A line numbercan be written into field B for the new data record. The RO database 106can assign the line number for writing into field B. As an example, theassigned line number can be equal to the line number most recentlyassigned to another RO line plus one. Fields C through G of the new datarecord can be filled with YMMES data determined at block 2108. Field Hof the new data record can be filled with a context term determined atblock 2114. Fields J through O and R of the new data record can befilled with data determined while searching contents of the un-mapped ROat block 2106. Field I of the new data record can be filled with areal-fix-tip identifier that is associated with the RO identified inField A and the line number identified in Field B of the data record.Fields P, Q, S and T can be filled with data based on selections anddata entry via a GUI of system 100.

Next, block 2118 includes generating a mapped RO with standard termsbased on an un-mapped RO with non-standard terms. Generating the mappedRO can include modifying an un-mapped RO, such as RO 180, by replacingany NST on the RO with ST and adding any data missing from the un-mappedRO that can be determined from other data on the un-mapped RO.

Next, block 2120 includes storing the mapped RO. Storing the mapped ROcan comprise storing the mapped RO within RO database 106 as part ofmapped RO 1902.

Next, block 2122 includes storing the data record. The stored datarecord can include an RO identifier that is associated with the datarecord. Data records, such as data records 213 and 215, can be storedwithin RO database 106 as part of RO data records 1910. After storing anRO record, the RO data record can be modified and the modified datarecord can be stored in RO data records 1910 in place of the priorversion of the data record.

V. Automatic Phrase Selection

One or more of the example embodiments described herein can include aprocessor executing CRPI 212 to select phrases for real-fix tips. FIG.23 is a table 2300 showing example phrase data. Phrase data 1916 can bearranged like the example phrase data of table 2300, but phrase data1916 is not so limited. For example, phrase data 1916 does not have tobe stored in a table, but can be stored in some other configuration.

Table 2300 includes columns A through E and rows 0 through 8. Row 0identifies types of data within columns A through E, namely RO terms incolumns A, B, and C, phrases in column D, and real-fix tip (RFT)applicability in column E. RO terms in column A are DTC. RO terms incolumn B are component names of components within a vehicle. RO terms incolumn C are customer complaints. The identifier in row 1 of column C is“RO Term N,” where N represents an integer. In that regard, more than 3RO terms can be associated with a single phrase within phrase data 1916.Furthermore, more than 3 types of RO terms can be included within phrasedata 1916. For example, another type of RO term can be labor operationcodes.

As discussed with respect to FIG. 6, a real-fix tip can include a titlefield, a complaint field, a cause field, and correction field. The RFTapplicability data for each row indicates which real-fix tip field thephrase of that row applies (e.g., can be used). For instance, thephrases of rows 1 and 2 of table 2300 can be used (e.g., inserted into)in the title field of a real-fix tip. Although each phrase of table 2300is applicable to only one real-fix tip field, one or more other phrases(not shown) could be applicable to multiple real-fix tip fields.

The RO terms and RFT applicability of Table 2300 can be used to select aphrase for inserting into a real-fix tip regarding a service procedureon an RO. Processor 202 can execute phrase selection CRPI 322 toidentify the RO terms within the service procedure described on the ROand find matching terms within phrase data 1916 to locate a phrase forpopulating into a field within a real-fix tip for the RO.

One or more phrases can include a portion that is based on RO termslisted on an RO and a portion that is based on assumptions regarding theRO. The phrase in row 3 can include a portion (e.g., “the car runsrough”) that is based on an assumption. That assumption can be based onpast experience of system users defining phrase data 1916 or from otherROs. As an example, when a vehicle has P0300 is set to a current statesuch that a customer would complain the check engine light is on, anassumption can be made that the vehicle (e.g., a car) runs rough. Areal-fix tip field can be populated with a phrase having a portion basedon an assumption. That real-fix tip can be reviewed during a QC reviewof the real-fix tip. If desired, the portion of the phrase based onassumption can be modified during the QC review.

FIG. 22 is a flowchart depicting a set of functions 220 (or more simply“the set 220”) that can be carried out in accordance with one or moreexample embodiments described herein. The set 220 includes the functionsshown in blocks labeled with even numbers 222 through 228, inclusive. Inaccordance with one or more of the example embodiments, a processor ofRO collector DPM 104 can execute CRPI to perform the set 220. Inaccordance with one or more other example embodiments, another DPM incombination with RO collector DPM 104 can execute CRPI to perform theset of functions 220. Other examples of one or more DPM that can executeCRPI to perform the set 220 are also possible.

Block 222 includes receiving, at a processor, a first repair order (RO)term pertaining to a service procedure described on a computer-readableRO. The processor that receives the first RO term can be a processorwithin a DPM that generates real-fix tips. For example, the processorthat receives the first RO can be processor 202 within DPM 200.Accordingly, the processor that receives the first RO can, e.g., bewithin RO collector DPM 104, fix-generator DPM 108, coordinator DPM 110or RO distributor DPM 112.

The first RO term can comprise one or more RO terms pertaining to theservice procedure described on the RO. Moreover, the first RO term cancomprise a standard term or a non-standard term. A standard term of thefirst RO term can be defined within standard terms 1906. A non-standardterm of the first RO term can be associated with a standard term definedwithin standard terms 1906 and can be used to select the standard termassociated with the non-standard term.

As an example, receiving the first RO term can comprise processor 202receiving the RO term “DTC P0101,” a standard term identified in Table2. As another example, receiving the first RO term can compriseprocessor 202 receiving a non-standard RO term, such as “Code 101,”“Code 0101,” “DTC 101,” “DTC P101,” or “P0101,” and processor 202executing CRPI 212 to select and receive from standard terms 1906 astandard term such as “DTC P0101.” For purposes of this description, thestandard term received at processor 202 can be referred to as a first ROterm and the non-standard term received at processor 202 can be referredto as a second RO term, although the standard and non-standard terms areno so limited.

Receiving the first RO term can comprise receiving sufficient RO termsso that processor 202 can select a phrase pertaining to the serviceprocedure RO. As an example, receiving the first RO term can comprisereceiving the RO terms “DTC P0101” and “MAF Sensor” so that processor202 can select a phrase for inserting a title, complaint, cause, orcorrection field from table 2300.

Block 224 includes selecting, using processor 202 based on the first ROterm, a first phrase for including within a real-fix tip pertaining tothe service procedure described on the computer-readable RO. Processor202 can execute phrase selection CRPI 322 to select the first phrase(e.g., one or more phrases).

Continuing with the example in which the received RO terms include “DTCP0101” and “MAF Sensor,” processor 202 can be arranged to select (i) thephrase of row 1 or row 2 for inserting into a title field of a real-fixtip, (ii) the phrase of row 4 for inserting into a complaint field ofthe real-fix tip, (iii) the phrase of row 5 for inserting into a causefield of the real-fix tip, and (iv) the phrase of row 6 for insertinginto a correction field of the real-fix tip, as those selected phrasesare associated with the RO terms “DTC P0101” and “MAF Sensor.”

Block 226 includes generating, using processor 202, the real-fix tippertaining to the service procedure described on the computer-readableRO, wherein the real-fix tip includes the first phrase selected based onthe first RO term. Processor 202 can execute tip-generation CRPI 308 togenerate the real-fix tip. Generating the real-fix tip can includeselecting a phrase from phrase data 1916 for each field of the real-fixtip. Alternatively, generating the real-fix tip can include generatingonly a portion of the real-fix tip by selecting a phrase from phrasedata 1916 for one or more, but not all, fields of the real-fix tip.Fix-generator DPM 108 or coordinator DPM 110 can be used to populate anyfields of the real-fix tip that are not populated with a phrase fromphrase data 1916.

In accordance with one or more example embodiments in which anincomplete phrase of phrase data 1916 is selected for populating a fieldof the real-fix tip, generating the real-fix tip can include completingthe incomplete phrase. For example, if the phrase of table 2300, row 1,is selected, the RO term in column A, row 1 (i.e., DTC P0101), can beinserted into the incomplete phrase to identify a DTC between % DTC % inthe incomplete phrase, and the RO term in column B, row 1 (i.e., MAFSensor), can be inserted into the incomplete phrase to identify acomponent name between % component name % in the incomplete phrase.

Block 228 includes transmitting the real-fix tip including the firstphrase selected based on the first RO term. Processor 202 can executeCRPI 212 to cause communications interface 204 to transmit the real-fixtip. As an example, transmitting the real-fix tip can includetransmitting the real-fix tip from a DPM that generates the real-fix tipto RO database 106 for storing within real-fix tips 1912. As anotherexample, transmitting the real-fix tip can include transmitting thereal-fix tip from RO database 106 to RO distributor DPM 112 or from ROdistributor DPM 112 to RO receiver 114. As yet another example,transmitting the real-fix tip can include transmitting the real-fix tipfrom RO database 106 to fix-generator DPM 108 or coordinator DPM 110.

Various events can trigger transmitting the real-fix tip. As an example,the triggering event can be generating the real-fix tip at block 226. Asanother example, the triggering event can be a processor receiving aselection of the real-fix tip or receiving a selection of the RO forwhich the real-fix tip was generated. Those selections can come from anyof a variety of devices, such as RO receiver 114, RO distributor DPM112, fix-generator DPM 108 or coordinator DPM. A device that receivesthe real-fix tip, such as RO receiver 114, can display the real-fix tiptransmitted to that device.

VI. Conclusion

Example embodiments have been described above. Those skilled in the artwill understand that changes and modifications can be made to thedescribed embodiments without departing from the true scope and spiritof the present invention, which is defined by the claims.

We claim:
 1. A method comprising: storing, within a repair order (RO)database at a computer-readable data storage device, a first ROcomprising contents pertaining to servicing a device; identifying,during a search of the contents of the first RO using a processor, firstfield data that matches data defined for recording in at least one datafield of a data record to map repair orders; generating, at thecomputer-readable data storage device, a first data record to map thefirst RO for subsequent searching of the RO database; and storing,within the first data record at the computer-readable data storagedevice, the first field data identified during the search of thecontents of the first RO.
 2. The method of claim 1, further comprising:assigning, using the processor, a first RO identifier to the first RO;and storing the first RO identifier within the first data record.
 3. Themethod of claim 2, further comprising: assigning, using the processor, afirst line number to the first RO, wherein the first line number isassociated with service procedure information within a first distinctportion of the first RO; and storing the first line number within thefirst data record.
 4. The method of claim 3, further comprising:assigning, using the processor, a second line number to the first RO,wherein the second line number is associated with service procedureinformation within a second distinct portion of the first RO; andgenerating, at the computer-readable data storage device, a second datarecord to map the first order for subsequent searching of the ROdatabase, wherein the first data record pertains to the serviceprocedure information within the first distinct portion of the first RO,and wherein the second data record pertains to the service procedureinformation within the second distinct portion of the first RO.
 5. Themethod of claim 1, further comprising: storing, within thecomputer-readable data storage device, a set of standard andnon-standard RO terms, wherein each standard RO term in the set isassociated with at least one non-standard RO term; identifying, duringthe search of the contents of the first RO using the processor, that thecontents of the first RO comprise a non-standard term within the set;storing, within the computer-readable data storage device, a mapped ROassociated with the first RO, wherein contents of the mapped RO matchthe contents of the first RO except that the mapped RO includes thestandard term associated with the non-standard term in place of thenon-standard term within the first RO.
 6. The method of claim 1, furthercomprising: storing, within the computer-readable data storage device, aset of standard and non-standard RO terms, wherein each standard RO termin the set is associated with at least one non-standard RO term;identifying, during the search of the contents of the first RO using theprocessor, that the contents of the first RO comprise a non-standardterm within the set; and modifying the contents of the first RO byreplacing the identified non-standard term with the standard termassociated with the non-standard term.
 7. The method of claim 6, whereinthe standard term and the non-standard terms identify a diagnostictrouble code settable by the vehicle, a component name of a componentattached to or within the vehicle, or a labor operation.
 8. The methodof claim 1, further comprising: storing, within the computer-readabledata storage device, a set of context terms usable to determine acontext of an RO; identifying, during the search of the contents of thefirst RO using the processor, that the contents of the first RO comprisea context term within the set of context terms, determining, from theset of context terms, a context of the first RO based on the contextterm the first RO comprises; and storing, within the first data recordat the computer-readable data storage device, data indicating thedetermined context of the first RO.
 9. The method of claim 8, whereinthe context of the first RO is an electrical context, a mechanicalcontext, or a hydraulic context.
 10. The method of claim 1, wherein thedevice is a vehicle drivable on land or maneuverable on a body of water,and wherein the first field data comprises at least one of the followingfield data: data that indicates a model year of the vehicle, data thatindicates a make of the vehicle, data that indicates a model name of thevehicle, data that indicates an engine used within the vehicle, and datathat indicates a system used within the vehicle.
 11. The method of claim1, further comprising storing, within the computer-readable data storagedevice, a plurality of other data records, wherein each data record ofthe plurality of other data records is associated with a respective ROline, wherein each respective RO line is associated with serviceprocedure information within a respective distinct portion of an ROstored within the RO database, and wherein the plurality of other datarecords includes at least six of the following data records: (i) a datarecord including an RO identifier field, (ii) a data record including anRO line number field, (iii) a data record including a model year field,(iv) a data record including a vehicle make field, (v) a data recordincluding a vehicle model field, (vi) a data record including an enginefield, (vii) a data record including a system field, (viii) a datarecord including an RO context field, (ix) a data record including areal-fix-tip identifier field, (x) a data record including a diagnostictrouble code field, (xi) a data record including a vehicle componentfield, (xii) a data record including a service date field, (xiii) a datarecord including a service location field, (xiv) a data record includinga labor operation code field, (xv) a data record including a repairtechnician field, (xvi) a data record including a duplicate RO field,(xvii) a data record including an RO group field, (xviii) a data recordincluding a quantity of characters field, (xix) a data record includingan RO validation field, and (xx) a data record including a ROpublication field.
 12. The method of claim 1, further comprising:storing, within the RO database at the computer-readable data storagedevice, a plurality of other repair orders, wherein each RO of theplurality of repair orders comprises contents pertaining to servicing arespective device; storing, within the RO database at thecomputer-readable data storage device, a plurality of data recordscomprising the first data record and at least one data record for eachRO of the plurality of repair orders; receiving, at the processor,search criteria and a request to locate a group of repair orderscomprising data that matches the search criteria; and locating the groupof repair orders within the RO database by searching the plurality ofdata records based on the received search criteria.
 13. A systemcomprising: a computer-readable data storage device storing a repairorder (RO) database and within the RO database a first RO comprisingcontents pertaining to servicing a device; and a data processing machineincluding a processor configured to execute computer-readable programinstructions, wherein the computer-readable program instructions includeprogram instructions executable by the processor to (i) identify, duringa search of the contents of the first RO using the processor, firstfield data that matches data defined for recording in at least one datafield of a data record to map repair orders, (ii) generate, at the datastorage device, a first data record to map the first RO for subsequentsearching of the RO database, and (iii) store, within the first datarecord, the first field data identified during the search of thecontents of the first RO.
 14. The system of claim 13, wherein thecomputer-readable data storage device is storing a set of standard andnon-standard RO terms, wherein each standard RO term in the set isassociated with at least one non-standard RO term, wherein thecomputer-readable program instructions include program instructionsexecutable by the processor to (i) identify, during the search of thecontents of the first RO using the processor, that the contents of thefirst RO comprise a non-standard term within the set, and (ii) store,within the computer-readable data storage device, a mapped RO associatedwith the first RO, and wherein contents of the mapped RO match thecontents of the first RO except that the mapped RO includes the standardterm associated with the non-standard term in place of the non-standardterm within the first RO.
 15. The system of claim 13, wherein thecomputer-readable data storage device is storing a set of standard andnon-standard RO terms, wherein each standard RO term in the set isassociated with at least one non-standard RO term, and wherein thecomputer-readable program instructions include program instructionsexecutable by the processor to (i) identify, during the search of thecontents of the first RO using the processor, that the contents of thefirst RO comprise a non-standard term within the set, (ii) store, withinthe computer-readable data storage device, a mapped RO associated withthe first RO, and (iii) modify the contents of the first RO by replacingthe identified non-standard term with the standard term associated withthe non-standard term.
 16. The system of claim 13, wherein thecomputer-readable data storage device is storing a set of context termsusable to determine a context of an RO, and wherein thecomputer-readable program instructions include program instructionsexecutable by the processor to (i) identify, during the search of thecontents of the first RO using the processor, that the contents of thefirst RO comprise a context term within the set of context terms, (ii)determine, from the set of context terms, a context of the first RObased on the context term the first RO comprises, and (iii) store,within the first data record at the computer-readable data storagedevice, data indicating the determined context of the first RO.
 18. Thesystem of claim 13, wherein the computer-readable data storage device isstoring a plurality of other data records, wherein each data record ofthe plurality of other data records is associated with a respective ROline, wherein each respective RO line is associated with serviceprocedure information within a respective distinct portion of an ROstored within the RO database, and wherein the plurality of other datarecords includes at least six of the following data records: (i) a datarecord including an RO identifier field, (ii) a data record including anRO line number field, (iii) a data record including a model year field,(iv) a data record including a vehicle make field, (v) a data recordincluding a vehicle model field, (vi) a data record including an enginefield, (vii) a data record including a system field, (viii) a datarecord including an RO context field, (ix) a data record including areal-fix-tip identifier field, (x) a data record including a diagnostictrouble code field, (xi) a data record including a vehicle componentfield, (xii) a data record including a service date field, (xiii) a datarecord including a service location field, (xiv) a data record includinga labor operation code field, (xv) a data record including a repairtechnician field, (xvi) a data record including a duplicate RO field,(xvii) a data record including an RO group field, (xviii) a data recordincluding a quantity of characters field, (xix) a data record includingan RO validation field, and (xx) a data record including a ROpublication field.
 19. A method comprising: receiving, at a processor, afirst repair order (RO) term pertaining to a service procedure describedon a computer-readable RO; selecting, using the processor based on thefirst RO term, a first phrase for including within a real-fix tippertaining to the service procedure described on the computer-readableRO; generating, using the processor, the real-fix tip pertaining to theservice procedure described on the computer-readable RO, wherein thereal-fix tip includes the first phrase selected based on the first ROterm; and transmitting the real-fix tip including the first phraseselected based on the first RO term.
 20. The method of claim 19, furthercomprising: storing, within a computer-readable data storage device, aplurality of RO terms and a plurality of phrases, wherein each phrase ofthe plurality of phrases is associated with at least one RO term of theplurality of RO terms, wherein the first phrase is associated with thefirst RO term received at the processor, and wherein selecting the firstphrase includes the processor searching the computer-readable datastorage device to locate the first RO term received at the processor andthe processor determining that the first phrase is associated with thefirst RO term received at the processor.
 21. The method of claim 19,wherein the at least the first RO term comprises a standard RO term; themethod further comprising: receiving, at the processor, a second RO termpertaining to the service procedure described on the computer-readableRO; wherein receiving the first RO term occurs after the processorselects, from a set of standard terms, the first RO term based on thefirst RO term being associated with the second RO term.
 22. The methodof claim 19, wherein the real-fix tip includes a title, a customercomplaint, a cause, and a correction, and wherein the processor selectsthe first phrase for including within the title, the customer complaint,the cause, or the correction.
 23. The method of claim 19, wherein thefirst RO term comprises at least one of a diagnostic trouble code (DTC)and a vehicle component name.
 24. The method of claim 23, wherein thefirst phrase selected using the processor comprises a complete phraseincluding the at least one of the DTC and the vehicle component name,and wherein the transmitted real-fix tip comprises the complete phrase.25. The method of claim 23, wherein the first phrase selected using theprocessor comprises an incomplete phrase, wherein generating thereal-fix tip includes generating a complete phrase by completing theincomplete phrase to include the at least one of the DTC and the vehiclecomponent name, and wherein the transmitted real-fix tip comprises thecomplete phrase.
 26. The method of claim 19, further comprising:storing, within a computer-readable data storage device,computer-readable program instructions executable to select the firstphrase and to generate the real-fix tip, wherein selecting the firstphrase and generating the real-fix tip includes the processor executingthe computer-readable program instructions to select the first phraseand to generate the real-fix tip, and wherein selecting the first phraseand generating the real-fix tip occurs before the computer-readable ROis first selected for displaying at a data processing machine.
 27. Themethod of claim 19, further comprising: storing, within acomputer-readable data storage device, computer-readable programinstructions executable to select the first phrase and to generate thereal-fix tip, wherein selecting the first phrase and generating thereal-fix tip includes the processor executing the computer-readableprogram instructions to select the first phrase and to generate thereal-fix tip, and wherein selecting the first phrase and generating thereal-fix tip occurs after the computer-readable RO being selected fordisplaying at a data processing machine.